Client Support Specialist

Job Description

JOB DETAILS

REQUIREMENTS

• At least one year in client and/or customer service in an IT services company and/or related industry.
• Familiarity with Customer Relationship Management (CRM) software.
• Exceptional client satisfaction driven approach.
• Keen attention to detail for accuracy to deliver on internal and external customer requirements with a time sensitive approach.
• Excellent verbal and written communication skills.
• Excellent time management skills to handle multiple, concurrent tasks and deadlines.
• Ability to learn new software quickly.
• Experience with embracing change in a high-growth environment
• PREFERRED – Previous work experience within Client Support at Foundant Technologies, Bachelor’s degree in related field, Experience with Zendesk.

RESPONSIBILITIES

• Professionally and thoroughly address clients’ software questions via phone calls, chats, and emails, prioritizing those in Service Learning Agreement (SLA) breach.
• Able to execute day-to-day, as you’ll answer and solve client questions, collaborate with internal team members to find software solutions, escalate software issues when they arise, and contribute to the continued satisfaction of our clients
• Develop and maintain a high degree of Foundant product knowledge.
• Ensure client handoffs between team members with and external from support go smoothly.
• Maintain a high level of communication with all levels of client interaction to ensure proactive, solution-oriented problem identification and resolution.
• Strategize and problem solve with team members to ensure that clients have the best possible experience.
• Enable cross-team communication with leadership and other team members.
• As directed, provide internal and external training on selected Foundant software products and the feature/function of these products.
• Contributor to continuous process improvement within and between all areas of Client Support.
• Work with Support Specialist team to ensure consistent support is available during all available support hours.
• Assist with client-related projects.
• Other duties as assigned.

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