Client Support Representative Job

Position Summary

The Client Support Representative will provide front-line assistance to RETVE users and help ensure that questions, technical concerns and user feedback are addressed in an organized and timely manner.

During the early market-readiness stage, the position will support prototype testers and initial users as they navigate account registration, employment tools, resume-building functions, application tracking and platform resources.

The Client Support Representative will also document recurring concerns and communicate them to the technical, product and management teams to support ongoing platform improvement.

Key Responsibilities

- Respond to user inquiries through approved email, messaging or support channels.
- Assist users with account registration, login and basic profile-management issues.
- Provide guidance on navigating the platform’s employment and resume-building functions.
- Explain how users can access job-search, application-tracking, housing and government-resource information.
- Support the onboarding of prototype testers and early users.
- Record, categorize and track support requests.
- Identify recurring technical or usability concerns.
- Escalate software defects and security-related issues to the appropriate technical personnel.
- Follow up with users regarding unresolved requests.
- Maintain accurate records of support interactions and outcomes.
- Prepare frequently asked questions, onboarding instructions and user-support materials.
- Assist with user guides, platform walkthroughs and instructional content.
- Collect user comments and suggestions in a structured format.
- Support surveys, feedback sessions and usability-testing activities.
- Communicate recurring user needs to the development and management teams.
- Maintain confidentiality when handling user information.
- Avoid providing legal, medical, counselling, employment-placement or government-benefit advice outside the company’s authorized scope.
- Direct users to official agencies or qualified providers when appropriate.
- Help monitor user satisfaction and service quality.
- Contribute to the improvement of support procedures as the user base expands.

Education and Experience

- A diploma or degree in customer service, business administration, communications, social services, information technology or a related field.
- Experience in customer support, client service, help-desk operations or user assistance.
- Experience communicating with clients through email, telephone or digital support systems.
- Experience documenting inquiries and following established service procedures.
- Relevant practical experience may be accepted in place of formal post-secondary education.

Required Skills

- Clear and professional written and verbal communication.
- Patience, empathy and active-listening skills.
- Ability to explain digital functions to users with different levels of technical experience.
- Strong problem-solving and issue-triage abilities.
- Attention to detail when recording user requests.
- Ability to maintain confidentiality and exercise professional judgment.
- Strong organizational and follow-up skills.
- Ability to work with support records, ticketing systems or customer-management tools.
- Ability to recognize when an inquiry must be escalated.
- Ability to communicate respectfully with Veterans and users with different accessibility needs.
- Ability to work collaboratively with technical, marketing and management personnel.

Asset Qualifications

- Experience supporting users of a web application or digital platform.
- Experience in employment services, community support or social-impact organizations.
- Familiarity with accessibility-focused customer service.
- Experience preparing user guides or frequently asked questions.
- Knowledge of privacy-conscious handling of client information.
- Experience supporting Veterans, newcomers or individuals undergoing career transitions.
- Familiarity with basic software troubleshooting.
- Additional language abilities relevant to RETVE’s future users.

RETVE Assistance Program Inc. is developing an early-stage digital platform intended to support Canadian Veterans as they navigate employment preparation, career transition and selected public and community resources. The company is progressing through staged product development, testing and market-readiness activities. Public communications must accurately distinguish existing prototype functions from features that remain under development.