Client Support Specialist

Hungry, humble and smart? If you have these qualities, we want you on the team.

Job Summary:

Job Description:

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Responds to client telephone calls, emails, and/or submitted support tickets regarding the CaterTrax platform in a timely manner.
• Ensures clients are aware of the contact person that will be managing their issue/request.
• Performs troubleshooting as necessary to identify the root cause of issues reported.
• Addresses identified issues. Utilizes software tools and problem-solving strategies to solve site issues. Follows up with clients regarding resolutions.
• Works with the Client Care Lead to identify any gaps in the client support process.
• Maintains records of client site issues and interactions, recording details of inquiries, complaints, and comments, as well as actions taken.
• Communicates any necessary changes or updates to clients regarding their sites.
• Maintains client sites based on CaterTrax system updates and/or client requests for changes.
• Performs configuration system settings for client sites.
• Refers clients to the Training Department when training gaps are identified.
• Performs revisions and/or updates to client site documentation.
• Monitors progress of development on all sites.
• Assists Managed Services with projects as requested.
• Participates in team meetings in efforts to understand team priorities, offer solutions, and suggestions for process improvement.
• Offers recommendations for product and process development based on client feedback.
• Performs other duties as assigned.

SKILLS AND COMPETENCY REQUIREMENTS:

• Excellent analytical, problem solving and interpersonal skills to deliver high customer satisfaction.
• Detail oriented with the ability to properly document and create customer call notes in the CRM.
• Excellent verbal and written communication skills, inspiring confidence while leading customers through the steps to resolve issues via phone and email.
• Ability to manage multiple priorities within a fast paced and high-volume environment.
• Familiarity and experience with all internet browsers.
• At least 2 years working experience with HTML (preferred)
• Working knowledge of CSS (preferred)
• Knowledge of SQL (Desired but not required) ​

EDUCATION:

High School Diploma required.

EXPERIENCE:

At least one year of prior customer service experience.

Hourly rate up to $22/hour based on experience.

Worker Type:

Number of Openings Available:

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