Client Services Specialist

Corelation Inc•San Diego, CA

6d•$47,242 - $55,579•Onsite

About The Position

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

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

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