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Client Support Representative
Position Description:
If you are a self-starter who thrives in a fast-paced environment and is seeking an opportunity to work with leading technology while supporting a meaningful mission, this is the opportunity for you! DataServ is seeking a customer-focused Client Support Representative (CSR) to provide high level phone and email technical support for our Clients utilizing our web-based solutions. Your goal is to assist our Clients in gaining the most value from our products and services and to help them achieve their program goals. In this key role representing DataServ, you are responsible for interaction with clients to support and resolve any issues in a timely manner consistent with superior client service. This position reports to the Client Relationship Manager.
Qualification and Requirements:
- BA/BS degree
- 2+ years customer service experience for a technology-based company
- Technical help desk experience preferred; to include 1st tier support
- Ability to deliver on-site training and/or presentations
- Excellent PC skills and hands-on Internet experience required
- Ability to work independently yet support team responsibilities
- A positive, friendly, can-do attitude
Responsibilities:
- Build Client relationships to service and grow the Client base through the creation of Client-specific Service plans, Client Meetings, and/or proactive calls.
- Respond to and resolve all Client Support inquiries; escalate where appropriate.
- Follow-up on Client inquiries not immediately resolved; maintain regular communication with Client.
- Document all Client interactions in the customer relationship management database system.
- Educate Clients on the system features, online help resources and tutorials that enhance their programs and make more efficient use of their time.
- Train clients on new and existing system functionality to include the preparation of training materials and logistics coordination.
- Identify, verify and report system performance; develop action items where necessary.
- Solicit client opinion and satisfaction levels through the distribution and analysis of survey and Client Report Card tools; publish results.
- Renew 100% of Client Service Agreements; ASP and Maintenance.
- Special projects as necessary.