Associate Client Support Specialist

Job Description

JOB DETAILS

REQUIREMENTS

• 0 – 1 Years in a customer service/support role or relevant experience
• Familiar with web applications
• Familiar with financial concepts or terms a plus
• Bilingual in English and Spanish is a plus
• Excellent communication and interpersonal skills, including the ability to communicate effectively to both technical & non-technical audiences
• Ability to work independently and as part of a geographically dispersed team
• Must be self-motivated and 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
• Working knowledge of MS Office suite
• Strong interpersonal and verbal/written communication skills
• Strong organization skills and time management skills
• Customer focus and adaptability to different personality types

RESPONSIBILITIES

• Manages a large amount of inbound calls, emails or chats in a timely manner related to at least five major areas of our client’s platform
• Identify customer needs, clarify information, research every issue and provide solutions
• Meet personal and team quantitative and qualitative targets
• Log all appropriate details of interactions in a comprehensible way
• Attend all trainings and completes all assignments to familiarize themselves with tour client’s platform and Client Support policies and procedures
• Answer service calls or emails of increasing complexity regarding our client’s applications as they progress through training, relying on resources when needed
• Competently answer questions and resolves customer issues
• Escalate complex issues to tier two teams when necessary
• Stay up to date on system releases, new features, bugs
• Maintain high levels of call quality and professionalism
• Meet efficiency standards set forth by the company

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