Client Support Specialist

The Client Support Specialist acts as a customer liaison for various software products and third-party interfaces. This person facilitates resolution of issues requiring research within the established service levels. This person also participates in customer acceptance testing, support calls, and client implementations.

• Hybrid schedules and ample paid time off allowing you work/life balance and flexibility
• Customized training and onboarding to support you in your first year at COCC
• Robust employee development programs aligned with career pathing objectives
• Cutting-edge training and educational resources from vendors like SANS, Plural Sight and CBTNuggets
• Generous PTO offerings, benefits and competitive compensation
• On-site fitness centers, wellness incentives, and lifestyle spending accounts
• Tuition Reimbursement
• One-on-one career coaching
• DEIB initiatives championing inclusion and encouraging you to bring your whole self to work
• Financial planning assistance with certified professionals

• Research customer issues using documentation, manuals, and testing and respond to a high volume of customer support requests, collect information and troubleshoot problems
• Log all activities and research in call logging software
• Schedule and validate specification changes and maintenance accuracy
• Support clients during implementation of new products and services
• Provide front line customer support and assign case numbers
• Respond to client inquiries related to system use and procedures
• Assist clients with reports, balancing, and interpretation
• Configure and set up new products for clients
• Determine escalation paths and ensure issue resolution
• Communicate updates and follow ups throughout case lifecycle
• Meet service level standards for response and resolution
• Develop and execute test scripts for product functionality
• Perform testing and document results for customer acceptance
• Maintain service standards including call metrics and survey ratings
• Use a consultative approach when assisting customers and communicate improvement opportunities to management
• Participate in assigned projects as needed

• Associate degree or equivalent work experience in Business, MIS, or IT
• Minimum two years in banking, financial services, or customer support
• Experience with payment systems or item processing is a plus
• Strong customer service and communication skills
• Ability to communicate with all levels of staff and management
• Strong problem solving and analytical abilities
• Ability to work independently and on a team
• Ability to manage multiple tasks simultaneously
• Strong attention to detail and organization skills
• Ability to learn new technology quickly
• Experience with COCC INSIGHT or Open Solutions CORE is a plus
• Experience with branch and image capture technologies is a plus
• Proficiency with Microsoft Office Suite

This is a hybrid role in Southington, CT. The salary range is $48,110 - $66,104 annually.