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Client Support Specialist

2 months ago

United States Catapult Staffing Full time
Position Overview:

As a Client Support Specialist for the Customer Portal, you will play a crucial role in delivering exceptional support to both internal and external users of our systems.

Location:
Fully Remote

Role Type:
12 Month Contract

About Catapult Staffing:
Catapult Staffing is a prominent provider of innovative staffing solutions, dedicated to enhancing user experiences across various sectors.

Key Responsibilities:
  • Deliver timely assistance by evaluating, researching, and resolving client inquiries.
  • Maintain a high level of professionalism while establishing a positive connection with clients through various communication channels.
  • Diagnose and investigate potential system discrepancies, determining whether issues are functioning as intended or require further investigation.
  • Escalate intricate client requests and system challenges to higher-level support representatives.
  • Document customer interactions and issues meticulously for future reference.
  • Create and maintain support documentation for team-wide accessibility.
  • Update client support cases, ensuring proper categorization for efficient resolution.
  • Adhere to company-wide metrics regarding response and resolution times.
  • Assist in software development testing activities as assigned.
  • Engage in special projects, including data reviews and updates, as required.
  • Perform additional duties as necessary.

Required Qualifications:
  • A minimum of 3 years of experience in a support role or a related field.
  • Ability to learn and navigate moderately complex systems, tools, and processes.
  • Proficient in asking insightful questions to uncover the root of client inquiries.
  • Skilled in building rapport with various technical teams for support investigations.
  • Consistent and efficient in handling routine tasks.
  • Able to apply job skills and company policies to complete assigned responsibilities.
  • Strong verbal and written communication skills.
  • Capable of documenting processes and instructions clearly.
  • Reliable and able to meet deadlines independently.
  • Intermediate proficiency in Microsoft Excel, including filtering, sorting, and basic formulas.

Preferred Qualifications:
  • Some college education is preferred.

Work Environment:
Fully remote position with occasional travel to corporate headquarters.

Work Hours:
Standard business hours.