Summary

The core duties of the Client Support Specialist – Tier I are to monitor our support systems, receive, analyze, triage, troubleshoot, and respond to client requests; escalate tickets for resolutions appropriate; and immediately inform leadership of significant support issues (outages, client requests for escalation, high levels of dissatisfaction.)

Essential Duties and Responsibilities:

• Rapid initial response to client inquiries (under 15 minutes)
• Discovery conducted and internal escalation (within 30 minutes)
• Update to client on status (within 90 minutes)
• Conduct appropriate follow up with clients to ensure cases are brought to a timely resolution
• Ensure all applicable internal stakeholders are fully informed throughout resolution process
• Identify and escalate cases as appropriate
• Fully document client issues and troubleshooting steps for escalation to Tier 2 support
• Collaborate with and inform appropriate staff on issues impacting clients
• Continual assessment of support processes to identify potential improvements

Competencies:

• Excellent communication and interpersonal skills, including the ability to communicate effectivel
• Ability to work independently and as part of a team
• Must be self-motivated, with an appropriate sense of urgency and judgment to know when to escalate or seek guidance
• Ability to manage multiple projects and tasks simultaneously
• Detail-oriented and able to accomplish a wide variety of tasks in a fast-paced environment
• Strong interpersonal and verbal/written communication skills
• Strong organization skills and time management skills
• Customer focus and adaptability to different personality types

Education and Experience:

• 1-2 yrs. experience with in bound and out bound phone calls
• 1-2 yrs. experience in Client Relations or Client Support Teams
• Excellent oral and written communication skills
• Outstanding attention to detail and personal organization
• Ability to diagnose, troubleshoot and resolve issues over the phone

Physical Demands and Work Environment:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Travel outside of the office is minimal but can happen on occasion. Typical professional office working conditions. May need to work variable hours to accommodate client schedules.