Client Concierge Specialist

Velosio•Atlanta, GA

3d•Hybrid

About The Position

As a Client Concierge Desk team member at Velosio, the Client Concierge Specialist serves as clients’ main point of contact and provides client service and support. The role responds to inquiries, facilitates technical issue resolution, and aims to provide a high-quality client experience. It works with internal teams to coordinate and resolve client requests and provide timely, accurate information. The position is hybrid, with three days per week onsite in Velosio’s Atlanta, Georgia office. Responsibilities also include providing licensing guidance for subscription software and on-premise renewals, maintaining client interaction records, and contributing to process improvement and self-service knowledge resources.

Requirements

Bachelor’s degree in a related field.
Proven experience in a client service or technical support role, preferably in a software or technology environment.
Strong problem-solving and troubleshooting skills, including the ability to analyze and resolve client issues.
Excellent verbal and written communication skills.
Exceptional client service orientation and a strong focus on client satisfaction.
Ability to multitask and prioritize in a fast-paced, deadline-driven environment.
Willingness to learn and adapt to new technologies and software solutions.
Strong attention to detail and organizational skills, with the ability to meet assigned deadlines.
Strong work ethic and ability to work both in a team and independently with minimal supervision.

Nice To Haves

Familiarity with CRM systems, ticketing systems, and remote support tools.

Responsibilities

Serve as the first point of contact for clients by phone, email, or chat, and provide professional assistance with inquiries, issues, and requests.
Document client technical problems and facilitate troubleshooting, escalating complex issues to the appropriate internal teams.
Develop product and service knowledge to answer client inquiries accurately.
Listen to client needs, manage expectations, and provide personalized, timely responses to support client satisfaction.
Log and track client interactions and requests in an internal ticketing system, ensuring appropriate documentation, prioritization, and resolution.
Assist with creating and managing Microsoft support tickets as needed.
Collaborate with internal teams to coordinate client requests, gather information, and facilitate issue resolution.
Identify opportunities to improve the client experience and processes, and share feedback and insights with the team.
Document process enhancements, best practices, and frequently asked questions for the team’s knowledge base and client self-service resources.
Provide guidance on licensing inquiries related to subscription software and on-premise renewals.
Perform other duties as assigned.