Client Services Specialist

Corelation Inc•San Diego, CA

22h

About The Position

Ranked Top Workplaces in San Diego in 2021, we live and work by our core values of integrity, collaboration, innovation, respect, and service. Corelation cares about each employee, which is exemplified through its competitive pay and outstanding benefits package. Corelation has a generous 401K retirement plan, an extensive paid time off policy, and one of the best company cultures out there! When you join the Corelation Team, you are embarking on a journey of professional and personal development. The Client Services Specialist will be responsible for supporting client needs through the organization and completion of Help Desk tickets, as well as incoming support calls and other channels. Responsible for specializing in an area of the core system to act as a subject matter expert for clients, vendors, and peers. We are currently looking for a candidate with experience in card networks, card plastics, and ATMs.

Requirements

You have at least a high school degree/GED, with some college coursework in related field.
You have at least three to twelve months of experience in customer service, preferably while working with or for Credit Unions.
You have experience working in back-office support, primarily working with peripheral troubleshooting and support, network technical troubleshooting, desktop support, and/or help desk experience.

Responsibilities

Aid in the organization, research, communication, and resolution of Help Desk tickets for clients after conversion.
Provide immediate assistance for incoming client calls, either through direct resolution or through proper escalation as client needs dictate.
Maintain a solid understanding of the KeyStone product at large and an in-depth understanding of the assigned area of specialization on KeyStone.
Provide after-hours client support on a rotating basis.
Ensure prompt resolution is provided whenever possible, and prompt escalation is completed whenever required.
Ensure the requisite records of all client requests and resolutions are maintained through the Help Desk system.
Provide high-level demonstrations and discussions of system functionality to clients as needed.
Add to Help Desk Knowledge Base as issues are resolved to aid in future resolution.
Assist in client preparation for system releases and changes