Job Openings

Job Title: Client Support Specialist


Job Duties:

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.

  • Customer Service.

    • 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.

    Additional Information:

    • 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.

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