Associate Client Support Specialist

4 days ago

Jacksonville, United States Tideworks Technology Full time

As an Associate Client Support Specialist at Tideworks, you will help manage the delivery and servicing of Tideworks products and product-related services in a manner that is both profitable for Tideworks and exceeds the client's expectations in value, quality, and delivery. You will proactively seek opportunities to assist our clients, coordinate incident response and identify a resolution in a timely manner to build client confidence. In addition, you will help configure Tideworks products to meet client-specific use cases and work to create and manage against objectives and key results.

  • Serve as the primary point of contact on operational issues for clients collaborating with colleagues and vendors.
  • For client incidents, review, triage, diagnose, categorize, enter tracking systems, and escalate as necessary.
  • Respond to client incidents in a timely, clear, and unambiguous way to build client confidence.
  • Resolve client issues and requests for issues and for an ever growing and changing set of client issues, escalate as necessary.
  • Assist with installation, configuration, implementation, upgrading and patching of Tideworks products/services in the client's on-premises and cloud environments.
  • Document client incidents, issues, and resolution fully, accurately, and in a timely manner in alignment with documentation and reporting standards and policy.
  • Create, modify, and update internal and external facing Knowledge Base entries in collaboration with the Knowledge Management team.
  • Participate in a 24/7 on-call rotation for customer incidents and requests, and automated monitoring alerts.
  • Learn about Tideworks products and grow your personal knowledge of software and support practices.
  • Work on incident response teams and collaborate with colleagues to address client incidents and requests.
  • Create and manage against objectives and key results.
  • Other duties as assigned.
  • Associates degree or 1 year experience in Technology and/or business/industry.
  • Customer service orientated and client focused mindset.
  • Attention to detail and follow through in a face-paced setting.
  • Self-motivated and self-starter who embraces fast-paced work environment and deals well with ambiguous direction.
  • Passionate about providing excellent customer service and have experience within an enterprise customer success organization.
  • Some knowledge of Tideworks' products and services, policies, and terms and conditions.
  • Some knowledge of standard IT tools (e.g., JIRA, MS Office, TestRail, etc.).
  • Some knowledge of configuration management best practices.
  • Basic ability to apply self-motivation and deal with ambiguity.
  • The ability to troubleshoot, solve, and report on issues is critical.
  • Ability to multitask in a dynamic environment without compromising on quality and consistency.
  • Ability to personalize interactions, connect with clients to explore needs and address the changing concerns.
  • Developing written and verbal communication skills, interpersonal and collaborative skills, and the ability to communicate with both technical and non-technical audiences is necessary.
  • Ability to adapt and handle a variety of nonstandard and complex client inquiries.
  • Ability to leverage your curiosity to learn and continuously improve.
  • Ability to grasp both technical and business requirements to create novel customer solutions.

Work Environment:
  • Required job duties are normally performed in a climate-controlled office environment, or remotely from home.
  • Exposure to computer screens.
  • The noise level in the work environment is usually moderate.

Tideworks is committed to making our employees feel welcome and respected. Our team is unique and our approach successful because we have fostered an environment that values varying backgrounds, perspectives, and experiences and takes pride in how the collective delivers value to our customers and partners.

A truly diverse workforce is the outcome of treating people right. Each team member is responsible for creating, maintaining, and enhancing our work culture through collaboration and empathy - as culture doesn't happen without conscious effort. At Tideworks, we expect all employees to treat one another with respect and kindness, no exceptions or excuses.

Tideworks Technology is an Equal Opportunity Employer

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