Client Support Specialist

Summary

Join our team as a Client Support Specialist and play a crucial role in ensuring the smooth functioning of our mobile app and delivering exceptional customer support to our clients.

Requirements

• Ability to work Mon-Fri 11AM CST-7:00PM CST
• Bachelor's degree in computer science, information technology, finance, or a related field (or equivalent practical experience)
• Previous experience in a similar client support role, preferably within the fintech industry or a related field
• Strong technical aptitude and understanding of APIs, integration processes
• Excellent problem-solving skills with the ability to analyze and troubleshoot complex issues effectively
• Exceptional verbal and written communication skills, with the ability to explain technical concepts to clients in a clear and concise manner
• Customer-centric mindset with a passion for delivering outstanding service, and resolving client issues promptly
• Ability to work independently and collaboratively in a fast-paced environment, managing multiple priorities and meeting SLAs
• Proficiency in using ticketing systems, CRM platforms, and other relevant support tools
• Flexibility to work evenings or weekends to accommodate team & client needs or urgent support requirements

Responsibilities

• Provide exceptional client support through various channels (email, chat, and phone) through Zendesk to address client inquiries, technical issues, and escalations related to client payroll & timeclock software integrations
• Drive forward critical customer support metrics such as first response time, full resolution time, and Customer Satisfaction Ratings
• Collaborate with internal teams, including Customer Support, Account Management and Onboarding Managers to identify, troubleshoot, and resolve issues effectively and efficiently
• Develop a comprehensive understanding of our client-facing features and portals, functionalities, and integration processes, and be able to articulate them clearly and concisely to clients
• Act as a liaison between clients and internal teams, conveying client feedback and concerns, feature requests, to help drive product improvements
• Report and troubleshoot system breakages and bugs via Jira ticketing system
• Document and maintain a detailed record of client interactions, including issues reported, solutions provided, and follow-up actions taken, using Zendesk ticketing system
• Contribute to the development and improvement of client support processes to refine and improve internal team processes
• Collaborate with Account Management and Implementations teams to onboard new clients smoothly, ensuring a successful post-launch experience
• Continuously monitor tickets and queues to identify patterns, trends, and potential areas for improvement to optimize client satisfaction and retention
• Provide clients guidance on HR and Payroll best practices

Benefits

• Paid Time Off
• Health Insurance
• Dental Insurance
• Vision Insurance
• 401K Match