Job Title: Client Support Specialist
Scribbles Software, LLC in Pineville, NC is seeking a Client Support Specialist.
Job responsibilities and duties include:
Perform Client Support.
- Ensure positive client experience through high quality service and communication thereby attaining client retention.
- Handle client service or support related incoming requests.
- Respond to and resolve complex client issues through incident recognition, research and isolation, resolution, escalation and follow up.
- Research and resolve each client interaction to their utmost satisfaction.
- Resolve incidents and fulfill requests through Tier 1 support.
- Determine and record inbound requests and ensure customer issues bear proper notation.
- Capture client information and problem solving process such as decisions made, actions involved and final resolution.
- Update on status and completion in service management system and users through all means of communications.
- Offer on – call support outside business hours.
- Handle client engagement document control and execute filing system policies.
- Manage databases and execute reports to track and support implementation and overseeing of compliance initiatives.
- Coordinate with product development department to enhance current design and determine design problems.
- Establish Client Support Center’s positive image by interacting with team members, vendors and clients.
- Establishes and maintains relationships with key stakeholders (specifically: schools, and administration, and registrars.
- Report customer service performance metrics to company's stakeholders relating to: average speed of answer, abandoned call rate, first contact resolution, andpercentage of cases resolved.
REQUIREMENTS: No degree plus 2 years of experience in the job offered or in any related position(s). Qualified candidates must also have demonstrable knowledge, skill, experience, and proficiency in the following: 1.Support Experience. 2.Process Management & Workflow. 3.SaaS Document Management.
- Job Site: 10617 Southern Loop Blvd., Pineville, NC 28134.
- No travel. No telecommuting.
- Mail Resumes To: Scribbles Software, LLC, ATTN: HR, 10617 Southern Loop Blvd., Pineville, NC 28134.
- No calls or emails. EOE.
- Must be legally authorized to work in the United States without sponsorship.