Client Support Representative

iSolved HCM • Sandy, UT

50d

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, necessitating skills in de-escalation, research, and rapport-building with partners and clients. Emphasizing the paramount importance of adaptability, problem-solving, and communication skills, the CSR will assist 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 customer service, aiding clients in achieving success in their hiring processes through comprehensive assistance, feature elucidation, and clarification of standard or premium package benefits.

Requirements

• High school diploma or equivalent
• One year of experience in customer service jobs preferred
• Excellent Communication Skills
• Ability to multitask
• Display confidence in decision-making and the ability to explain processes or choices
• Ability to work collaboratively in a team
• Possess logic and analytical testing skills
• Problem-solving abilities
• Demonstrate initiative
• Exhibit excellent multitasking skills and task management strategies
• Take accountability and see a project through

Nice To Haves

• 2-3 years of Customer Support Experience preferred
• Knowledge of Microsoft Office Suite
• Prior CRM experience

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 to the Client Success team
• Troubleshoot and resolve technical issues reported by users or discovered during the testing phase
• Submit bugs to Tier 2 support for processing and testing
• Write detailed notes in CRM and other systems as needed
• Handle confidential information
• Assist with project management
• Adhere to company and departmental rules and regulations
• Other duties as assigned

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Publishing Industries
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees