Customer Success Advocate
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Job Description
Client Service Advocate providing real-time support, training, and problem resolution for ClearStar’s retail clients. Managing cases through phone, email, and live chat in a technology-driven environment.
Responsibilities:
- Provide front-line support to clients via phone, email, and live chat, delivering timely and accurate guidance on ClearStar’s platforms including Aurora, ScreenMeNow, MIS Admin, and Gateway Tools.
- Troubleshoot client issues, analyze service configurations, and deliver clear, actionable solutions.
- Document all case activity from intake through resolution using Zendesk CRM with accuracy and consistency.
- Manage multiple active priorities and cases independently while maintaining quality and follow-through.
- Support client training needs through virtual demos and screen-sharing sessions via MS Teams.
- Explain technical concepts and platform functionality clearly and accessibly to clients with varying levels of technical fluency.
- Provide input on platform features, documentation, and support resources to improve the overall client experience.
- Collaborate with internal teams—including Technical Services, Records & Verification, Sales, Implementation, and Account Management—to resolve cases and ensure accurate client configurations.
- Assist with order management tasks and supplier configuration updates as needed.
- Participate in system testing and quality assurance activities for new features, platform updates, and configuration changes.
- Contribute to internal process improvements and knowledge base development.
Requirements:
- Ability to work 11 am - 8 pm ET Monday - Friday
- Associate’s degree or higher preferred; equivalent combination of education and experience considered.
- 1–2 years of client service, support, or helpdesk experience in a technology-driven environment.
- Familiarity with CRM and ticketing systems; Zendesk experience preferred.
- Proficiency with Microsoft Office Suite and web-based collaboration tools.
- Strong written and verbal communication skills, including professional phone and virtual platform etiquette.
- Demonstrated ability to manage multiple priorities and work independently with minimal direction.
- High attention to detail and accuracy in documentation, case handling, and data entry.
- Ability to explain technical concepts in a clear, user-friendly manner to non-technical audiences.
- Reliable high-speed internet connection; cable or fiber preferred with a minimum of 75 Mbps download and 10 Mbps upload.
- Dedicated home office space that is quiet, secure, and free of distractions during working hours.
- Physical U.S. address required for equipment delivery (no PO boxes).
Benefits:
- paid healthcare and life insurance premiums
- low-cost dental and vision insurance
- company-paid basic life insurance
- company-paid Short-Term Disability policy
- employee assistance program
- 401(k) matching up to 4%
- time off
- 9 company paid holidays
- 2 additional days of paid time off for volunteer activities
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