DMS Technologies Inc Client Services Assistant Full Time in St. Catharines, ON

DMS Technologies Inc

Branch St. Catharines ON CA

Client Services Assistant
St. Catharines, ON

Issue bulletins to clients on system maintenance, outages and changes in policy and/or procedures. The Hourly Wage for this position is currently $18.00 – $20…

Job Summary:

The Customer Service Assistant is a key member of DMS Technologies Inc. service delivery team responsible for supporting our eBASE SaaS corporate clients and ensuring that the client’s software inquiries and requests are responded to. This position will provide software training and day-to-day technical support to our clients.

Key Responsibilities and Accountabilities:

  • Provide in-depth product support to DMS Technologies clients by resolving incoming inquiries of eBASE applications and existing programs.
  • Respond to implemented product inquiries via telephone, internet-based email or chat sessions.
  • Resolve client concerns and recommend alternative and/or corrective action to clients in the event of technical difficulties.
  • Reproduce technical problems reported by using a test account and/or clicking through the same work flow as the client.
  • Track all incoming client inquiries with email ticketing system either to resolution and/or further escalation outside of the department.
  • Consult user guides, company intranet and developer portal to research and understand issues and offer corrective measures.
  • Develop and deliver user training programs.
  • Guide and educate users with advice on inquiries that can be client self-serviced to empower users.
  • Provide client information on their program data and request for a custom report, if necessary

. * Raise client experience and application issues to Product and Development teams.

  • Raise client program configuration experience and issues to the Implementation team.
  • Raise Product improvement and new feature tickets based on observed user experience and efficiency for the clients and for the team internally.
  • Issue bulletins to clients on system maintenance, outages and changes in policy and/or procedures.
  • Review regularly published reports to monitor application activity.
  • Translate user training guides and other client-facing documents as needed.
  • Convert, import and perform data-entry tasks as required.


  • 3+ years customer support experience, at least 1 year experience with Software As A Service (SaaS) an asset.
  • Demonstrated experience in resolving complex product support/customer situations.
  • Experience with web-based technologies
  • Degree or diploma in Business or Technology field is an asset.
  • Excellent verbal and written communication skills.

DMS Technologies Inc. offers competitive salary. This is a permanent fulltime position working 35.0 hours per week.

The Hourly Wage for this position is currently $18.00 – $20.00 (Depending on Experience).

The Hourly Wage is reviewed annually, which may result in pay increases overtime.

DMS Technologies Inc. is located in St. Catharines, Ontario, Canada.

We thank all applicants for applying; however, only candidates selected for interview will be contacted.

Job Type: Full-time

Job Type: Full-time

Required education:

  • Diploma/Certificate

or proceed with Standard Application Form.

Employment Type: Full Time
Location: Saint Catharines, ON, CA
Posted on: 2017-02-11
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