Client Support Specialist

2 weeks ago

Amarillo, Texas, United States Runbiz Full time
Job Overview

Position Title: Client Support Specialist
Department: Reactive Support Services
Reports To: Service Manager
Employment Type: Full-Time Exempt
Supervisory Responsibilities: None
Work Schedule: Monday to Friday, 7:30 AM to 5:30 PM; on-call rotation may be required
Travel Requirements: Less than 10%
Compensation: Salary commensurate with experience

Role Summary

The primary goal of the Client Support Specialist is to ensure client satisfaction. While resolving technical issues is a significant aspect of the role, the focus is on managing client expectations effectively. This position serves as the initial point of contact for clients, making it vital for the success of Runbiz. The Client Support Specialist will engage with all clients and handle various technological aspects, underscoring the importance of this role within the organization.

To excel in this position, the Client Support Specialist must possess a strong passion for client communication and problem-solving. The individual should be driven by the desire to ensure that clients are satisfied with the solutions provided, along with clear communication and expectation management. It is essential for the Client Support Specialist to take pride in being the go-to person for clients seeking assistance.

Key Responsibilities:
  • Set clear expectations for each support ticket.
  • Efficiently resolve reactive service requests.
  • Advise on best practices and automation solutions.
  • Document all actions taken in the support ticket.
  • Maintain and update documentation in the knowledge base.
  • Escalate issues to the appropriate teams when necessary.
Performance Metrics:

Success in this role will be evaluated based on the following criteria:

  • Clients appreciate the support experience and provide positive feedback.
  • Achievement of targets outlined in the Runbiz performance dashboard.
  • Less than 10% of support tickets require escalation.
  • Continuous growth in both technical skills and business understanding.
  • Consistent management of client expectations throughout the support process, leading to quick issue resolution.
Qualifications:
  • Comprehension of the role's core responsibilities.
  • Possess the drive, capability, and willingness to fulfill job requirements.
  • Adhere to Runbiz's core values:
    • Kindness: Caring, respectful, and patient.
    • Integrity: Honest, reliable, and ethical.
    • Excellence: Committed to learning and managing expectations.
    • Servant Heart: Humble, helpful, and positive.
    • Teamwork: Collaborative and focused on collective success.
  • Ability to perform under pressure and meet deadlines while maintaining a positive demeanor.
  • Enjoyment in working with clients.
  • Strong ethical standards and respect for others.
  • Effective oral communication skills.
  • Proficient written communication skills, including clarity and attention to detail.
Education and Experience:
  • Bachelor's degree preferred in IT or a related technical field.
  • Minimum of 2 years of experience in a technical support role.
  • Preferred IT industry certifications, particularly from Microsoft.
Skills:
  • Proficient in troubleshooting PC applications, connectivity, and printing issues.
  • Skilled in Microsoft Office Suite (Word, Excel, PowerPoint).
  • Familiarity with popular email systems (Office 365, Gmail).
  • Basic understanding of technology infrastructure, networks, security, and common business software applications.
Physical Requirements:
  • Ability to read, comprehend, and communicate effectively in English.
  • Prolonged periods of sitting and working on a computer.
  • Typing speed of 50+ words per minute.
  • Occasional lifting of PC and server equipment.
  • Consistent attendance and punctuality.

The above statements are intended to describe the general nature and level of work performed by individuals in this position. This is not an exhaustive list of all responsibilities, duties, and activities that may be assigned or may change as business needs dictate.

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