Client Support Specialist in Norcross, GA at CareerBuilder

Date Posted: 7/14/2019

Job Snapshot

Job Description

US - CareerBuilder

 

 

What's the Role?

We are looking for a Client Support Specialist to join our Support Team: our department provides post-sales client support and is responsible for ensuring positive client experience through high quality service and communication. We handle client support related incoming requests, respond and resolve client issues through incident recognition, research, case resolution, escalation and follow up.

Major Responsibilities/Duties

  • Function as a subject matter expert in our system’s functionality and how customers use our software.
  • Troubleshoot issues within the proprietary software to accurately identify root-cause through researching, testing, and replicating issues reported with a focus on the tactical and strategic impact to the customer.
  • Triage in-bound phone and e-mail support related issues. 
  • Manage Support Cases in the Customer Relationship Manager (CRM)
  • Clearly communicate updates on case or resolution in layman’s terms directly with customers in writing or via phone.
  • Track customer interactions 100% to keep accurate records of impact for future growth of team.
  • Effectively prioritize and escalate tickets to Senior Client Support Specialists and above with detail and supporting documentation, ensuring that service level agreements are met.
  • Collaborate with other upper levels of support and other TSA1 team members and on resolutions as necessary.
  • Maintain Departmental Standards for Quality and Satisfaction Metrics.
  • Act as a Customer Advocate to identify opportunities to educate customers on how to better use the system tools and increase utilization.
  • Utilize Self-Service offerings to trouble-shoot issues within the scope of the Client Support Specialist role.
  • Improve Self-Service offerings by authoring and reviewing Knowledge Base articles and other training content

Job Requirements:

What do we need from you? 

We need people who enjoy working in a fast paced, production driven environment! People who will work hard and have fun doing it! We need people who work well under pressure, like to be challenged and understand how critical it is to get the client experience right!  

Oh, and we need these things too...

  • Bachelor’s Degree (Preferred) or equivalent experience 
  • 2 - 4 years of experience in software application support or service organization
  • Working knowledge of SalesForce.com or similar CRM system preferred
  • Team-oriented individual who values opportunities to build the skills and capabilities of others, a strong sense of the possible, and a real desire to improve customer experience
  • Quick learner, self-motivated, autonomous, proactive, intellectually curious and strong attention to detail
  • Above Average Organizational and Time-Management skills
  • Ability to receive and leverage feedback with the ability to adapt to frequent change

 


 

 

Benefits-We’re All About You! 

When you're focused on the goal, not the path – you can be more flexible, and that translates into more productive and satisfied employees. From flexible hours to volunteering during work hours to diverse education opportunities, CareerBuilder is committed to helping employees strike a balance. 

Here are just some benefits we offer:

  • Training that positions you to hit the ground running with ongoing learning and development courses; we never stop investing in our people.
  • Comprehensive Medical, Dental & Vision Programs
  • Education Reimbursement Program allowing up to $5k per year towards completion of a Bachelor’s and non-MBA graduate degree, and up to $10K per year towards completion of an MBA
  • Global Wellness initiatives to promote financial, mental and physical health and well-being
  • 401(k) Program with a two year vesting schedule, discretionary match, and an opportunity to make Pretax and Roth contributions

CareerBuilder, LLC is proud to be an Equal Opportunity Employer. Applicants are considered for all positions without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, ancestry, marital or veteran status.

 

TSR ID: 001445