Client Support Representative

Responsibilities

• Answer incoming client/residents inquiries and ensure an accurate assessment of the issue is documented and escalated or resolved within the defined SLAs
• Handle tier I tasks and issues, provide appropriate solutions, and follow up with client to ensure complete resolution and satisfaction
• Proactively identify and elevate at-risk clients and issues to team lead
• Embrace change and continually participate in suggestions to process improvements while promoting the Zego culture and spirit of teamwork
• Demonstrate an increasing level of knowledge and comprehension of Zego products and partner integrations
• Accurately document and update client/residents records, support notes and interactions within the various software systems (Service Cloud, SFDB and Admin)
• Ensure compliance with Zego specifications and regulations and follow established policies, procedures and workflows
• Inform clients of new updates to services, seek opportunities to increase client’s utilization metrics, identify up-sell opportunities and coordinate initial meetings with CSS
• Assist with and contribute to marketing and advertising initiatives
• Consistently meet personal/team goals and quotas and adhere to established work schedule
• Participate in POD Meetings

• Familiarity with CRM, support & ticketing software systems and practices
• Proven ability to work in a fast paced, team centered work environment
• Proficiency with Microsoft Suite Products (Microsoft Excel, Word and PowerPoint)
• Excellent communication – verbal, written, interpersonal with strong active listening skills
• Ability to demonstrate effective problem solving skills and strong client orientation
• Detail-oriented and dependable, with a positive and inquisitive attitude
• Ability to multi-task, prioritize, and collaborate with multiple departments and stakeholders
  
  Exhibit a high degree of self-motivation and drive