Client Support Specialist
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Job Description
Client Support Specialist at Foundant addressing client software questions via multiple communication methods. Ensuring client satisfaction and maintaining product knowledge while promoting continuous improvement in client support.
Responsibilities:
- Professionally and thoroughly address clients’ software questions via phone calls, chats, and emails
- 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
- 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.
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.
Benefits:
- Competitive salary and benefits, including tuition, and lifestyle reimbursements
- Bespoke mindfulness and fitness initiatives
- Commited to your professional and personal development
- Employee recognition is a core part of our culture.
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