Client Support Specialist - Simplifile

Overview

Job Purpose

The Client Support Specialist acts as a support resource to our customer base utilizing Simplifile products, services, platform technologies, and workflows. The Client Support Specialist endeavors to deliver complete resolutions in a timely and consistent manner to address our customers’ questions, concerns, and errors encountered in their use of, and interaction with Simplifile product and services within their business.

Responsibilities

• Develop and effectively apply learned technical and domain expertise to assist customers in the intended and proper use of Simplifile software solutions.
• Resolve technical problems reported by the customer to the agent in a timely manner with minimal assistance for 85% of all cases assigned at six-month’s tenure in the role while maintaining a satisfactory level of customer satisfaction.
• Support and drive service level attainment to departmental standards.
• Strive for first-call resolution, balancing completeness of resolution and quality of service while maintaining appropriate technical escalation rates in accordance with departmental standards.
• Have awareness for, and develop recognition of systemic customer-impacting problems, and respond appropriately per departmental procedure.
• Understand and follow company and departmental guidelines and policies for customer interaction/customer service.
• Adopt and exhibit core behaviors toward teamwork and professionalism as defined by departmental standard.
• Manage customer interactions as set forth by department policy and procedure.
• Adhere to schedule as set forth by management.
• Manage case backlog to departmental standards.
• Thoroughly and accurately document details of all customer interactions in appropriate case management system.

Knowledge and Experience

• 2 years equivalent customer service or technical support experience
• Possesses and ability to manage own time to department and team standards and expectations
• Ability to Analyze and compare the conceptual and technical symptoms of a reported software problem to expected functionality and accurately identify the key differences, probable cause, and corrective course of action
• An ability to demonstrate basic competency in software application problem diagnosis, troubleshooting, and resolution
• Collaborates:
  Partners and works collaboratively to meet shared objectives. Cooperative;
  Fair;
  Trustworthy
• Communicates Effectively:
  Develops and delivers, by written and oral communications, information which is clear, salient, and audience-appropriate. Listens attentively;
  Adapts communication style to the audience and setting;
  Communicates effectively in large and small groups, and one-to-one. Deliver salient information and complete solutions with confidence
• Customer Focus:
  Exhibits a sense of dedication to meeting the expectations and requirements of the customer. Actions are considerate of customer need and perception;
  Builds and maintains functional and appropriate relationships;
  Gains trust and garners the respect of the customer
• Decision Quality:
  Makes sound, timely decisions toward agreed upon personal, company, and departmental/team objectives and goals. Consistently demonstrates good judgement;
  Considers relevant factors;
  Applies good practices and methodology to decision making. Understands and appropriately balances and prioritizes work efforts to operational needs
• Nimble Learning:
  Willingly and actively learns through experimentation and problem solving. Curious;
  Learns concepts quickly;
  Seeks knowledge
• Technical Savvy:
  Exhibits a willingness and desire to learn diverse, job-appropriate technologies and technical skills Capacity to understand technical concepts, processes, procedures, and tools. An aptitude for technical problem solving, including the…