Client Support Associate
2 weeks ago
Client Support Associate
Job Category: Customer Success Requisition Number: CUSTO001512
Job Overview
CastleBranch is dedicated to delivering exceptional client support.
As a Client Support Associate, you will serve as the primary point of contact for providing an outstanding client experience. Our Associates are tasked with addressing all incoming technical and customer support inquiries, fostering and maintaining relationships, and engaging daily with our clients to educate and enhance their experience. The clientele we serve includes large enterprises, educational institutions, and healthcare providers. Your mission is to assist our clients from the initial onboarding phase and throughout their journey with CastleBranch. Success is achieved by resolving inquiries efficiently and comprehensively, leading to high levels of client satisfaction, with the overarching goal of accurately identifying client needs and delivering top-tier support and solutions.
Operational Hours: Monday to Friday, 8:00 AM to 8:00 PM EST
EMPLOYMENT BENEFITS:
- 40 hours per week with potential for overtime
- Paid training and competitive compensation based on tier structure
- EXCELLENT BENEFITS: Comprehensive Medical, Dental, Vision, PTO based on tenure, Life Insurance, Long and Short-Term Disability, Paid Holidays, 401K with 3% Match
- Employee Referral Bonus with no limit
- Opportunities for advancement
- Continuing education and cross-training opportunities within the organization
KEY RESPONSIBILITIES:
- With enthusiasm and a positive demeanor, tailor each interaction to address client concerns, prevent future issues, and promote our services in a respectful and professional manner.
- Assist clients with software systems and compliance services, addressing all inquiries related to their accounts, including billing, workflow options, and general information.
- Engage with and guide clients on the most effective ways to utilize our platform and services via phone and email.
- Develop actionable recommendations for clients to enhance their experience through case and service assessments.
- Accurately document client interactions in our systems; update logged information promptly to track assessment completion, general inquiries, and resolutions while meeting established goals and metrics for tier advancement.
- Perform other related duties as assigned.
QUALIFICATIONS:
- Six months to one year of experience in technical support or customer service, or equivalent transferable skills (e.g., call center experience, operator roles, or healthcare administration).
- Proficient in navigating desktop computers and multiple systems simultaneously.
- Exhibit confidence, strong communication skills, and demonstrate effective vocal de-escalation techniques.
- Possess a lifelong learning mindset; eager to learn and implement new strategies for improvement.
- Motivated and determined to master new systems, services, and processes, while being flexible and adaptable to the software improvement lifecycle.
- Maintain a positive attitude, be a team player, and bring a passion for customer service and problem-solving to every interaction.
SKILLS AND ATTRIBUTES:
- Team Player: Collaborates effectively as part of a team.
- Detail-Oriented: Capable of executing tasks with attention to detail.
MOTIVATIONS:
- Goal-Oriented: Driven to achieve task completion.
- Flexible: Thrives when given the autonomy to set personal schedules and goals.
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