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Client Support Specialist

2 months ago

Rochester, New York, United States CaterTrax Full time

Hungry, humble and smart? If you have these qualities, we want you on the team.

Job Summary:

CaterTrax is seeking an experienced Client Support Specialist to join our team. This position is responsible for providing excellent customer service by addressing questions or concerns via the support line or the online ticketing system regarding technical aspects or best practices in using the CaterTrax platform. This position is also responsible for site configurations and ongoing site maintenance.

This is a hybrid position located in Rochester, NY.

Job Description:

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Client Tickets and Correspondence:

  • Responds to client telephone calls, emails, and/or submitted support tickets regarding the CaterTrax platform in a timely manner.
  • Ensures clients are aware of the contact person that will be managing their issue/request.
  • Performs troubleshooting as necessary to identify the root cause of issues reported.
  • Addresses identified issues. Utilizes software tools and problem-solving strategies to solve site issues. Follows up with clients regarding resolutions.
  • Works with the Client Care Lead to identify any gaps in the client support process.
  • Maintains records of client site issues and interactions, recording details of inquiries, complaints, and comments, as well as actions taken.
  • Communicates any necessary changes or updates to clients regarding their sites.

Site Configuration and Maintenance:

  • Maintains client sites based on CaterTrax system updates and/or client requests for changes.
  • Performs configuration system settings for client sites.
  • Refers clients to the Training Department when training gaps are identified.
  • Performs revisions and/or updates to client site documentation.
  • Monitors progress of development on all sites.

Departmental Support:

  • Assists Managed Services with projects as requested.
  • Participates in team meetings in efforts to understand team priorities, offer solutions, and suggestions for process improvement.
  • Offers recommendations for product and process development based on client feedback.
  • Performs other duties as assigned.

EXPERIENCE:

At least one year of prior customer service experience.

SKILLS AND COMPETENCY REQUIREMENTS:

  • Excellent analytical, problem solving and interpersonal skills to deliver high customer satisfaction.
  • Detail oriented with the ability to properly document and create customer call notes in the CRM.
  • Excellent verbal and written communication skills, inspiring confidence while leading customers through the steps to resolve issues via phone and email.
  • Ability to manage multiple priorities within a fast paced and high volume environment.
  • MS Office (Outlook, Word, Excel)
  • Familiarity and experience with all internet browsers.
  • At least 2 years working experience with HTML (preferred)
  • Working knowledge of CSS (preferred)
  • Knowledge of SQL (Desired but not required)

EDUCATION:

High school diploma required

COMPENSATION:

Hourly rate of $20.

Worker Type:

Regular

Number of Openings Available:

1

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