3/16/25 Client Application Specialist $17/hr

MarketSource

2d•$17 - $26

About The Position

The primary purpose of this role is providing technical and procedural support for the client suite of web-based applications. This position is responsible for solving highly complex issues directly or engaging the appropriate resources to provide accurate, timely resolution while maintaining customer satisfaction.

Requirements

Must be 18 or older and have a High School diploma or GED or equivalent education
Positive attitude and strong interpersonal communication skills
Effective decision making and problem-solving skills
Attention to detail and analysis skills
Excellent written and verbal communication skills
Strong organizational skills with the ability to multi-task
Ability to develop mastery of multiple systems, the business and category knowledge
Highly proficient in Microsoft Office with a high level of competency on Excel
Helpdesk/Teck support experience (6months)
2years Customer support experience
Intermediate excel passing assessment

Responsibilities

Participate in the activities involved in providing timely, quality support and analytical services to assigned external departments (e.g., Operations, Development, Analytics, etc.) while ensuring adherence to corporate and departmental policies and procedures
Perform detailed research through in-depth knowledge of the end-user product to understand customer issues and address them proactively
Research and resolve issues within scope of responsibility
Work closely with software development teams and/or a team of specialists to determine and communicate resolution on issues that require escalation
Run exploratory analysis to uncover new areas of opportunity, generate hypotheses, and quickly assess the potential upside of a given potential resolution
Document customer cases in CRM with concise details
Manage case load and move customer cases to a timely and accurate resolution
Effectively present and communicate resolutions to client, development, and client customers
Knowledge share through informal training sessions with client customers
Assist with process improvement initiatives and special projects as assigned
Exercise exceptional customer service skills to optimize each contact with the client and customers
Ensure that all requests/tasks are responded to in a professional and timely manner
Maintain required documentation including Standard Operating Procedures (SOP’s) on all processes updating regularly as needed
Maintain strict confidentiality of information provided by client and customers or data accessed within assigned systems
Maintain an in-depth knowledge of client's products and systems, as well as policies and procedures
Establish and maintain a professional relationship with internal/external customers, client, team members and department contacts
Escalate to leadership any situation outside the employee’s control that could adversely impact the services being provided