Client Support Specialist

OCV LLC•Opelika, AL

12d•Onsite

About The Position

OCV LLC is seeking a Client Support Specialist to join their dynamic team at their headquarters in Opelika, Alabama. For over 15 years, OCV LLC has specialized in mobile app development for law enforcement, public safety, emergency management, and public health agencies. The Client Support Specialists are crucial for maintaining strong client relationships and ensuring the delivery of products that meet client and community needs. This role is on-site.

Requirements

High School Diploma.
At least two (2) years experience in customer support and communications.
Computer skills: Operating systems (Windows, MacOS), Microsoft Office, G Suite, HubSpot.
Ability to communicate clearly and professionally, both orally and in writing.
Attention to detail and ability to complete tasks under deadline pressure.
Ability to assess customers’ support needs, provide solutions or refer them to other team members.
Ability to maintain composure and customer focus while solving issues.
Willingness to consistently and accurately follow established policies and procedures.

Responsibilities

Field and route incoming calls during business hours.
Oversee and field incoming support tickets.
Communicate with team members to resolve and close out support tickets.
Initiate project management and engineering procedures based upon client request.
Complete and maintain daily/weekly/monthly reports.
Work with engineering and operations to manage and track client account information.
Work with operations to assist in managing a variety of admin-related standard operating procedures.
Assist with overseeing the OCV app monitoring system and route communications.
Run occasional quality control procedures and complete documentation.
Collaborate with OCV leadership to identify process improvement areas.
Maintain extensive documentation, including Google docs, sheets, and electronic communication.
Follow systematic processes and checklists to verify mobile app functionality.
Track mobile application testing history and assist in developing test scenarios.