Client Support Specialist

Foundant + smartsimple

9h

About The Position

What You’ll Do:
Professionally and thoroughly address clients’ software questions via phone calls, chats, and emails, prioritizing those in Service Learning Agreement (SLA) breach.
Able to execute day-to-day, as you’ll answer and solve client questions, collaborate with internal team members to find software solutions, escalate software issues when they arise, and contribute to the continued satisfaction of our clients
Develop and maintain a high degree of Foundant product knowledge.
Ensure client handoffs between team members with and external from support go smoothly.
Maintain a high level of communication with all levels of client interaction to ensure proactive, solution-oriented problem identification and resolution.
Strategize and problem solve with team members to ensure that clients have the best possible experience.
Enable cross-team communication with leadership and other team members.
As directed, provide internal and external training on selected Foundant software products and the feature/function of these products.
Contributor to continuous process improvement within and between all areas of Client Support.
Work with Support Specialist team to ensure consistent support is available during all available support hours.
Assist with client-related projects.
Other duties as assigned.

What You’ll Bring to our Team Dynamics:
Proficiency in communicating professionally, clearly, and effectively with not only clients, but the Foundant team, from executives to interns
Refine professional skills at a high level that can be translated into any future role
Establish expert level proficiency in all Foundant’s software products
Determine direction through structured professional growth opportunities within a software company.

Requirements

• At least one year in client and/or customer service in an IT services company and/or related industry.
• Familiarity with Customer Relationship Management (CRM) software.
• Exceptional client satisfaction driven approach.
• Keen attention to detail for accuracy to deliver on internal and external customer requirements with a time sensitive approach.
• Excellent verbal and written communication skills.
• Excellent time management skills to handle multiple, concurrent tasks and deadlines.
• Ability to learn new software quickly.
• Experience with embracing change in a high-growth environment

Nice To Haves

• Previous work experience within Client Support at Foundant Technologies
• Bachelor’s degree in related field
• Experience with Zendesk.

Responsibilities

• Professionally and thoroughly address clients’ software questions via phone calls, chats, and emails, prioritizing those in Service Learning Agreement (SLA) breach.
• Answer and solve client questions
• Collaborate with internal team members to find software solutions
• Escalate software issues when they arise
• Contribute to the continued satisfaction of our clients
• Develop and maintain a high degree of Foundant product knowledge.
• Ensure client handoffs between team members with and external from support go smoothly.
• Maintain a high level of communication with all levels of client interaction to ensure proactive, solution-oriented problem identification and resolution.
• Strategize and problem solve with team members to ensure that clients have the best possible experience.
• Enable cross-team communication with leadership and other team members.
• Provide internal and external training on selected Foundant software products and the feature/function of these products.
• Contributor to continuous process improvement within and between all areas of Client Support.
• Work with Support Specialist team to ensure consistent support is available during all available support hours.
• Assist with client-related projects.
• Other duties as assigned.

Benefits

• We offer competitive salary and benefits, including tuition, and lifestyle reimbursements, and bespoke mindfulness and fitness initiatives.
• Employee recognition is a core part of our culture.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level