About this role
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.