Client Support Specialist II

MeridianLink

93d

About The Position

The Client Support Specialist II, is working on the TazWorks product line, is responsible for the first line of defense when resolving issues and addressing inquiries from customers. The Standard Support subfamily is responsible for accepting communications from customers and resolving customer issues. The Client Support Specialist II will respond to incoming communication from clients, document the interactions in case management systems, and update clients on any ongoing resolutions. The role will resolve client inquiries directly through established resolution methods. If a resolution cannot be reached, escalate to other departments.

Requirements

• Prior education or career experience
• Basic skill set and proficiency in the subject area to complete tasks
• Perform routine tasks as directed with little supervision
• Familiarity with background checks for employment screening and tenant screening purposes a plus
• Troubleshooting experience required

Responsibilities

• Coordinate with other internal departments to resolve issues and follow through with the client until the completion
• Expected to take inquiries from systems and use basic level direction and discretion/decision-making authority as needed to resolve customer issues
• Responsible for assisting in the development of support delivery strategy and related processes, escalation procedures, and training while mentoring the Client Support Specialist I
• Provide information about products and/or services, answer questions, and resolve problems and issues
• Complete tasks or activities supporting the implementation of procedures
• Responsible for ensuring inquiries are followed up on and provided resolution
• May fill in for the supervisor for staff or customer meetings

What This Job Offers