Are you an enthusiastic individual that is passionate about providing exceptional service? Do you have a strong background in technology? Are you analytically minded? Do you enjoy a challenge and find enjoyment in skillfully and resourcefully solving problems? Are you dynamic when interacting with clients and take pride in your people skills? Isnavigating software,and analyzing data to solve various situationsthe work environment you thrive in?
The ideal Client Support Specialist will bring a unique client support experience, who is motivated to resolve current and potential issues while providing the best client experience.
Our mission is simple: to help people and organizations thrive. It's simple. It’s focused. It drives us. We work closely with clients, listen to their vision, and formulate a comprehensive plan and implement an innovative solution that will empower organizations to thrive! We are unique and we put our customers first. We employ a solid, diverse staff of professionals with the experience, knowledge, and drive to move every project swiftly from vision to reality.
Job Purpose: Serve our clients, and end-users by providing exceptional support listening and offering a unique and innovative solution to their concerns, while displaying a strong knowledge of our company’s platform.
Essential Functions and Responsibilities:The duties described are representative of those that must be met by an employee to perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.
Essential Duties:
- Simultaneously manage inquiries from multiple projects for a variety of domestic and global organizations.
- Field emails and phone inquiries, while developing a deep understanding of our platform in order to troubleshoot a wide variety of issues.
- Routinely update internal systems with results and statuses to ensure constant thorough internal communication.
- Anticipate potential issues for end-users while using collaborative skills working with the Operations Team to creatively find solutions for any circumstance that arises.
- Creating and updating documentation to help internal operations as well as a resource for current and future end-users.
- Knowledge of relational databases (preferably MySQL, SmartSheets, Confluence, OTRS)
- Proven ability to troubleshoot and find complex problems
Marginal Duties:
- Assist in any other area as needed
Education/Qualifications: The education/qualifications described are representative of those that must be met by an employee to perform the essential functions of this job. Reasonable accommodations may be paid to enable individuals with disabilities to perform the essential functions of the job.
- Minimum 4 years in a customer or internal support role from a Tech industry
- Strong technical background, specifically in web-based systems/databases
- Excellent interpersonal skills and the ability to interact with and distinguish between individuals at all levels of an organization
- Ability to work in a very fast-paced environment and simultaneously handle multiple clients from multiple projects
- Excellent written and verbal communication skills (via e-mail and phone)
- Hard worker, quick reaction time, fast learner, self-starter
- Bilingual English/Spanish (Proficient conversation and written skills)
- High school diploma or GED, College preferred
- Proficient in G Suite (Google, Chrome, Gmail, Calendar, Drive, Sheets, Docs, etc...)
- Proficient in Microsoft Office Suite (Word, Excel, & PowerPoint)
Equipment Use:
- Telephone
- Computers, copiers, scanners
Physical and Mental Demands:
The physical and mental demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to stand, sit, talk, hear, and use hands and fingers to operate a computer, telephone, and keyboard. Twisting, bending, reaching, stooping, and kneeling is also regularly required. Ability to sit and/or stand at a computer terminal for an extended period of time.
Specific vision abilities required by this job include close vision requirements due to computer work.
The work environment characteristics described here are representative of those a team member encounters while performing the essential functions of this job. Moderate noise (i.e. business office with computers, phone, and printers, light traffic) and work is performed indoors in a climate-controlled environment.
Please note this job description/job ad is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
How to Apply:
Qualified candidates should respond with their resume, and a cover letter of interest.