Technical Client Services Representative

Sapiens•,

About The Position

The Technical Client Services Representative provides basic explanations to clients about software use, navigation, reporting, and other technical operations, and troubleshoots client issues. The role provides technical assistance and ensures issues are handled, followed up, and documented appropriately. As needed, the representative delivers individual or small-group client training on product functionality and best practices, remotely or on-site. Working under direct supervision, the representative is usually the first point of contact for product-line questions received by telephone or email. The role also collaborates with development personnel on solutions, participates in ongoing technical training, maintains client relationships, and prepares and updates client training materials. The position requires effective communication, organization, attention to detail, confidentiality, and the ability to manage multiple tasks and meet deadlines. Extended hours may be needed to meet project deadlines.

Requirements

One to three years of experience with computer systems, programs, and customer service or help desk work.
Knowledge of specialized or technical terminology related to assigned product lines.
Proficiency with Windows operating systems and Windows Office software.
Excellent written and oral communication skills, including the ability to explain technical concepts to varied audiences and deliver presentations or live demonstrations.
Detail-oriented, with effective oral and written communication skills.
Strong organizational skills and ability to manage multiple tasks at the same time while meeting deadlines accurately and efficiently.
Willingness to work extended hours to meet project deadlines.
Positive attitude, self-motivation, flexibility, and ability to work as a team player.
Ability to maintain the integrity of confidential business information belonging to the company and its clients.
High school diploma at a minimum.
Ability to hear and communicate clearly, orally and in writing; use a keyboard effectively; and frequently sit for long periods, stand, and walk.

Nice To Haves

Experience in client training or user education.
Associate or bachelor's degree in computer sciences.
Proficiency with SQL, Terminal Services, Citrix, and manipulation tools.
Knowledge of Sapiens products and systems.
Working knowledge of the financial services industry.
Comfort leading virtual and in-person training sessions, adapting content to the audience’s skill level, and following up to confirm understanding.

Responsibilities

Receive inbound customer calls, emails, and support tickets and work toward effective resolution.
Communicate customer suggestions for enhancements and ensure appropriate handling and follow-up.
Document problems and corrective procedures.
Identify the root cause of issues and communicate corrective actions to clients.
Under direct supervision, define and/or resolve customer problems involving designated product lines, usually as the first point of contact through telephone or email support.
Conduct client training engagements as needed, including onboarding sessions, new-feature walkthroughs, and refresher training, remotely or on-site.
Work with development personnel to determine problem solutions.
Attend ongoing training to develop the technical skills needed to solve more complex problems.
Promote positive relationships with clients to support client satisfaction and additional product sales.
Prepare and maintain training materials, including user guides, job aids, and demonstration scripts, and update them as product releases change.
Identify recurring client issues and knowledge gaps from support interactions and recommend or develop training content to address them.
Maintain the confidentiality of company and client business information.