Client Support Representative

isolved • Sandy, UT

5d • Remote

About The Position

The Client Support Representative is integral to facilitating the effective utilization of our products by partners and clients. This role encompasses reactive support, requiring skills in de-escalation, research, and rapport-building with partners and clients. Emphasizing adaptability, problem-solving, and communication skills, the employee assists clients in troubleshooting technical issues, navigating our products, and extracting optimal value from our offerings. The role further involves meticulous documentation, systematic feedback collection, and a commitment to continuous improvement to refine our processes and services. The overarching objective is to deliver exceptional client service, aiding clients in achieving success in their hiring processes through comprehensive assistance, feature education, and clarification of standard or premium package benefits.

Requirements

• High school diploma or equivalent.
• Attention to detail.
• Excellent communication skills.
• Confidence in decision-making and the ability to explain processes or choices.
• Ability to work collaboratively in a team.
• Logic and analytical skills.
• Problem-solving abilities.
• Demonstrated initiative.
• Excellent multitasking skills and task management strategies.
• Accountability and follow-through on assigned tasks.

Nice To Haves

• One year of experience in customer service preferred.
• Experience with Microsoft Excel and Microsoft Word preferred.
• For the ProScreening team, knowledge of the background screening industry or process preferred.

Responsibilities

• Provide customer service and technical support to both clients and applicants through incoming calls, emails, and chats.
• Act as the first line of contact to resolve client issues while keeping the manager informed throughout the entire process.
• Perform warm hand-offs.
• Build strong customer relationships.
• Troubleshoot and resolve technical issues reported by users or discovered during testing and maintenance.
• Submit bugs to Tier 2 support for processing and testing.
• Write detailed notes in CRM and other systems as needed.
• Schedule appointments on calendars.
• Generate reports.
• Handle confidential information with discretion.
• Assist with project management tasks.
• Adhere to company and departmental policies.
• Other duties as assigned.

Benefits

• employee experience leader, providing intuitive, people-first HCM (Human Capital Management) technology
• employee total rewards offerings

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED