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Customer Service Technician

2 months ago

Amarillo, Texas, United States Runbiz Full time
Job Overview

Position Title: Client Support Specialist
Department: Reactive Support Services
Employment Type: Full-Time Exempt
Reporting Structure: Reports to Service Manager
Work Schedule: Monday to Friday, 7:30 AM to 5:30 PM; after-hours support may be required (scheduled on-call rotation)
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 addressing technical issues is essential, the focus is on effectively managing client expectations. This position serves as the initial point of contact for clients and is integral to the operations of Runbiz. Client Support Specialists will engage with all clients and interact with various technologies. As such, this role is vital to the success of Runbiz.

To excel in this position, the Client Support Specialist must be dedicated to clear communication with clients and adept at resolving technical challenges. A successful candidate will find motivation in ensuring that clients are pleased with the solutions provided and the clarity of communication throughout the process. The Client Support Specialist should take pride in being the go-to person for clients seeking assistance.

Key Responsibilities:
  • Set clear expectations for each support ticket.
  • Resolve reactive service issues promptly.
  • Advise on best practices and automation solutions.
  • Document all actions taken in the support ticket.
  • Maintain and update documentation in the knowledge library.
  • Escalate tickets to 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 goals outlined in the Runbiz World-class Dashboard.
  • Less than 10% of tickets are escalated.
  • Continuous growth in both technical expertise and business understanding.
  • Consistent management of client expectations and swift resolution of issues.
Qualifications:
  • Comprehension of the role's essence.
  • Possess the desire and capability to perform the job effectively.
  • Adhere to Runbiz core values:
    • Kindness: Caring, respectful, and patient.
    • Integrity: Honest, dependable, and ethical.
    • Excellence: Committed to learning and managing expectations.
    • Servant Heart: Humble, helpful, and positive.
    • Teamwork: Collaborative and supportive of others.
  • Ability to work under pressure and meet deadlines while maintaining a positive demeanor.
  • Enjoyment in customer interactions.
  • Strong business ethics and respect for others.
  • Effective oral communication skills.
  • Proficient written communication skills.
Education and Experience:

Education: Bachelor's Degree preferred in IT or a related technical field.
Experience: Minimum of 2 years in a technical support role preferred.
Certifications: IT industry certifications, particularly Microsoft, are preferred.

Skills:
  • Proficient in troubleshooting PC applications, connectivity, and printing issues.
  • Familiarity with Microsoft Office Suite (Word, Excel, PowerPoint).
  • Understanding of popular email systems (Office 365, Gmail).
  • Basic knowledge of technology infrastructure, networks, and common business software applications.
Physical Requirements:

Ability to read, comprehend, type, and communicate clearly in English. Prolonged periods of sitting and working on a computer are required. Must be able to type at least 50 words per minute and lift PC and server equipment as necessary. Regular and punctual attendance is essential.

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 responsibilities and may be subject to change based on business needs.