Client Specialist Tier 2

» Client Specialist Tier 2
Call Center & Customer Service
in Lakeland
, FL
Reference: 19-03643

Description: 

The core missions of the Client Specialist is to monitor the organization’s support systems, receive, analyze, triage, troubleshoot, and respond to client requests; escalate tickets for resolutions appropriate; and immediately to inform leadership of significant support issues (outages, client request for escalation, high levels of dissatisfaction).

Essential Duties and Responsibilities:

  • Rapid initial response to client inquiries (under 15 minutes)
  • Discovery conducted and internal escalation (within 30 minutes)
  • Update to client on status (within 90 minutes)
  • Conduct appropriate follow-up with clients to ensure cases are brought to a timely resolution
  • Ensure all applicable internal stakeholders are fully informed throughout resolution process
  • Identify and escalate cases as appropriate
  • Fully document client issues and troubleshooting steps for escalation to a higher level if needed
  • Solid analytical skills and a demonstrated motivation to solve tough technical problems
  • Collaborate with and inform engagement an innovation staff on issues impacting clients
  • Continual assessment of support processes to identify potential improvements

Competencies:

  • Excellent communication and interpersonal skills, including the ability to communicate effectively
  • Ability to work independently and as part of a team
  • Must be self-motivated and know when to escalate or seek guidance
  • Ability to manage multiple projects and tasks simultaneously
  • Detail-oriented and able to accomplish a wide variety of tasks in a fast-paced environment
  • Strong interpersonal and verbal/written communication skills
  • Strong organization skills and time management skills
  • Customer focus and adaptability to different personality types

Education and Experience:

  • 2-3 yrs. experience with in bound and out bound phone calls
  • 2-3 yrs. experience in client relations and technical customer support experience
  • Excellent oral and written communication skills as it relates to technical concepts
  • Outstanding attention to detail and personal organization
  • Ability to diagnose, troubleshoot and resolve issues over the phone
  • Have experience supporting proprietary software