Client Support Representative
Tuesday – Friday 9am-6pm & Saturday 8:00am-5:00pm
The Client Support Representative will support clients, test centers and candidates via phone and email platforms.
Develop a deep understanding of internal systems.
Provide internal and external client (client administrators, end users, partners, etc.) support via phone, email and chat. Maintain history and status of issues using an internal ticket tracking system.
Assist in Operational duties such as review/resolve Incident Reports, organize/conduct training session, create/manage documentation and assist in month end closing.
Assist in developing initiatives to improve the customer experience with regard to client support.
Provide excellent customer service to clients, partners and end users.
Provide support to the Client Support Specialists who act as a liaison for clients/partners and maintain solid relationships by handling their questions and concerns with a sense of urgency (time sensitive and prioritization), accuracy and professionalism.
Assist with assessing problem situations to identify causes, gather and process relevant information, generate possible solutions, determine urgency/timeliness, make recommendations/escalate as needed and/or help the Client Support Specialist resolve the problem.
Effectively and professionally represents the company to internal and external audiences.
Performs a variety of tasks and other related duties as may be assigned or delegated.
February 26, 2019