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Client Support Specialist

4 months ago

Atlanta, United States Neighborly Software Full time

Who We Are

Neighborly Software was built to help communities make a difference in the lives of low-income families and vulnerable populations. Our mission is simple, Helping Communities, Help People. We live this every day through our Neighbors and by volunteering serving in our local communities. Headquartered in Atlanta, GA we offer a cloud-based technology platform for the administration and disbursement of governments funds for programs such as Housing, Economic, Community Development, Disaster Recovery/MIT, Home Energy Rebate Programs, and Housing Choice Voucher programs. Since 2016 we have delivered software solutions to 540+ public and private sector entities across the country, making us the proud market leaders of our industry. Our office is located in the amazing Atlanta Tech Village.

Who We're Looking For

As a member of Neighborly Softwares Client Support team, youre enthusiastic about solving problems and answering questions. Youll respond to client inquiries and tech support requests by phone, video, and email. This position requires the ability to think creatively as well as the discipline to follow best practice procedures and grow into a Client Success position. If you like crossing items off your to-do list, if leaving things out of order makes you cringe, if you're motivated to exceed minimum targets, then this position might be for you

What You'll Be Doing

  • As a Client Support Specialist at Neighborly Software, youll get to:
  • Serve as the first point-of-contact for Neighbors/Participant requiring support
  • Respond to and efficiently resolve inquiries via multiple channels of communication: phone, video
  • conference, email, and ticket system
  • Respond to support requests in timely manner to maintain client SLAs
  • Triage support request to Tier 2, as well as direct users back to appropriate agency as necessary
  • Collaborate with teammates to conduct peer-reviews of configured solutions
  • Assist CSS in building applications/configuration
  • Maintain HUD industry knowledge and best practices to address questions and to suggest solutions
  • Collaborate with other business partners within the organization
  • Explore your own interests and career path- we love to support your aspirations and promote from within

Who you are and What you bring to the table:

  • Quick learner who can work effectively in an ever-changing startup environment
  • Desire for continuous learning and improvement
  • Analytical and process-oriented mindset
  • You enjoy working as part of a team to collaborate cross functionally in the clients best interests
  • Passion and excitement about the prospect of helping to define and build a scalable client success team
  • Excellent organization, project management and time management skills.
  • Excellent verbal and written communication skills- you need to know how to speak to clients in need
  • Demonstrated passion about our mission of helping low- and moderate-income households and neighborhoods
  • Self-starter, able to work on multiple things at once
  • Detail-orientated with a clear ability to work independently under management/time pressure
  • Never satisfied with the bare minimum, and eager to meet your personal goals
  • Atlanta based (this is a requirement for this position)

Added Bonus if you have:

  • Tech savvy
  • Client service experience and a client centric mindset, demonstrated through prior work experience in a client facing role; SaaS experience is a plus
  • ZenDesk experience a huge plus

Additional Requirements and Considerations:

  • The successful candidate must not be subject to employment restrictions from a former employer (non-compete) that would prevent the candidate from performing the job responsibilities as described.