Client Support Specialist

Job Purpose

The Client Support Specialist acts as a support resource to our customer base utilizing Simplifile products, services, platform technologies, and workflows. The Client Support Specialist endeavors to deliver complete resolutions in a timely and consistent manner to address our customers' questions, concerns, and errors encountered in their use of, and interaction with Simplifile product and services within their business.

Responsibilities

• Develop and effectively apply learned technical and domain expertise to assist customers in the intended and proper use of Simplifile software solutions.
• Resolve technical problems reported by the customer to the agent in a timely manner with minimal assistance for 85% of all cases assigned at six-month's tenure in the role while maintaining a satisfactory level of customer satisfaction.
• Support and drive service level attainment to departmental standards.
• Strive for first-call resolution, balancing completeness of resolution and quality of service while maintaining appropriate technical escalation rates in accordance to departmental standards.
• Have awareness for, and develop recognition of systemic customer-impacting problems, and respond appropriately per departmental procedure.
• Understand and follow company and departmental guidelines and policies for customer interaction/customer service.
• Adopt and exhibit core behaviors toward teamwork and professionalism as defined by departmental standard.
• Manage customer interactions as set forth by department policy and procedure.
• Adhere to schedule as set forth by management.
• Manage case backlog to departmental standards.
• Thoroughly and accurately document details of all customer interactions in appropriate case management system.

Knowledge and Experience

• 2 years equivalent customer service or technical support experience.
• Possesses ability to manage own time to department and team standards and expectations.
• Ability to analyze and compare the conceptual and technical symptoms of a reported software problem to expected functionality and accurately identify the key differences, probable cause, and corrective course of action.
• An ability to demonstrate basic competency in software application problem diagnosis, troubleshooting, and resolution.
• Customer Focus: Exhibits a sense of dedication to meeting the expectations and requirements of the customer. Actions are considerate of customer need and perception; Builds and maintains functional and appropriate relationships; Gains trust and garners the respect of the customer.
• Decision Quality: Makes sound, timely decisions toward agreed upon personal, company, and departmental/team objectives and goals. Consistently demonstrates good judgement; Considers relevant factors; Applies good practices and methodology to decision making. Understands and appropriately balances and prioritizes work efforts to operational needs.

Preferred Qualifications

• Plan and self-manage work efforts to goals and department/team objectives.
• Possesses a basic understanding of business-to-business software applications utilized in complex multi-user environments that are both desktop application based and fully web-based.
• Drives Results: Can consistently demonstrate achievement of results toward goals and objectives. Persistent; Empowered; Promotes and appropriately encourages others to meet/exceed goals.
• Manages Ambiguity: Demonstrates an ability to remain productive and function effectively in the role when situations are uncertain, unclear, or where situational information is not complete. Adaptable; Flexible; Resilient.
• Manages Complexity: Obtains relevant diagnostic information and apply to issue analysis and resolution efforts. Possesses the capability, capacity, and patience to collect and consider complex, large quantities, and/or potentially contradictory information in the process of triage, problem analysis, and resolution.
• Critical thinking; Problem solving.