Client Support Specialist

Job Summary

Under limited supervision, provide support to Internal Data System and SMILE Financial Management System customers by answering questions and solving problems; serves as a resource to State users; tracks problems through resolution.

• Answers customer calls and emails in an appropriate and timely manner and documents accordingly in tracking system.
• Assists users by resolving routine issues and requests, referring to Developers or Project Manager if needed or as appropriate.
• Verifies problem resolution with customers to ensure customer satisfaction.
• Works with customers and team members to define and refine system requirements and document accordingly in tracking system.
• Performs testing of all upgrades or changes to the systems, providing pertinent information to developers and/or supervisor and documents accordingly in tracking system.
• Run standard monthly reports as assigned and format as directed.
• Perform verification of standard reports as well as ad hoc report requests.
• Serve as backup for ACH (Automated Clearing House) Manager on daily electronic payments responsibilities.

• May be responsible for planning and conducting training to system users as needed.
• May be responsible for maintaining the online system manual.
• May be responsible for verifying and transmitting statewide reporting to external partners.
• May be responsible for answering after hours support calls and supporting customers by answering questions and solving problems.
• Participates in regular and impromptu meetings with team members and/or clients.
• Participates in educational programs and meetings as available for continuing professional education.

Prefer subject-matter expertise and experience with accounting systems as well as with government accounting policies, practices, and procedures and familiarity with GAAP (Generally Accepted Accounting Principles). Client Support Specialist should be able to apply this knowledge when analyzing data from different queries/reports and/or comparing data from different queries/reports to ensure successful outcomes, resolution to issues, or appropriate testing results.

• Language
  
  Skills:
  
  English
• Computer
  
  Skills:
  
  Microsoft Office Suite

• Paid Training
• Retirement Savings plan investments (401K)
• Paid time off and paid holidays
• Health Club Reimbursements
• Career Growth Opportunities
• Coworkers Who Feel Like Family

We are an Equal Opportunity Employer. We are a Drug-Free Workplace.

SMI is a leading provider in government payment solutions, focusing on serving government clients and their end-customers: some of the most in-need families and individuals in the United States. Our mission is to “Go the Extra Mile with a Passion to Serve”.