Client Support Specialist

Summary

Join our team as a Client Support Specialist and provide exceptional support to clients via email, phone, and chat. You will become a product expert, addressing client inquiries, troubleshooting issues, and ensuring client satisfaction. This role requires strong communication skills, problem-solving abilities, and proficiency in Microsoft Office 365. The position offers a competitive salary, comprehensive benefits, and the opportunity to work remotely within the US. While the primary shift is 8am-5pm CST, some after-hours and weekend support is required. You will collaborate with other departments and participate in product testing.

Requirements

• Associate Degree (A.A.) or equivalent from two-year college or technical school; or six months to one-year related experience and/or training; or equivalent combination of education and experience
• Highly effective in both written and verbal communication
• Ability to apply instructions and deal with problems involving multiple variables
• Ability to read and interpret documents, write routine reports and correspondence
• Ability to speak effectively with clients and coworkers
• Ability to follow instructions and respond to management direction
• Proficient in Microsoft Office 365 with an emphasis on Word and Excel
• Experience communicating with all employee levels in the company

Responsibilities

• Become product experts for BizLibrary’s products and services
• Take ownership of client issues and strives for resolution
• Address product and technical questions via email, phone and chat
• Research, validate and work to resolve technical problems
• Provide first line support to clients and prospects
• Provide professional, prompt, and courteous client support by listening to clients and responding in a way that exceeds their expectations
• Provide troubleshooting and problem resolution to clients
• Log and clearly document all issues
• Escalate items that are not resolved in accordance with SLA’s to Product Support level colleagues or Team Lead
• Coordinate efforts and collaborate with other departments to quickly and creatively resolve customer issues
• Participate in product testing to assist in the new product release process
• Comply with general and client specific Service Level Agreements (SLAs)
• Assist other departments when workload requires, as may be directed by management
• Some after-hours or weekend work is required
• Other tasks as dictated by Director of Client/Product Support or VP of Client Services

Preferred Qualifications

• Familiarity with modern browsers and operating systems
• Able to use Developer Tools within browser to diagnose issues
• Salesforce familiarity

Benefits

• Work from anywhere within the US for most roles
• Competitive Salary
• Medical, Dental, and Vision Insurance
• Flexible PTO
• 401K - 100% vested with ~4% match
• 12 Paid Holidays
• Company Laptop
• Reimbursement for home office expenses
• Employee Referral Bonuses
• Short-Term and Long-Term Disability Insurance
• FSA & HSA Options
• Life Insurance
• Personal and Professional Development
• Employee Assistance Program (Mental Health)
• Parental Leave + baby bonus