Client Support Specialist
2 weeks ago
We are a dedicated non-profit organization seeking a skilled Member Support Representative to enhance our Member Support team. This role involves engaging with our members to address inquiries, resolve concerns, and provide assistance with various issues that may arise.
Key Responsibilities:
- Deliver exceptional customer service while assisting users through various communication channels, including phone, chat, and ticketing systems.
- Investigate, analyze, and recommend solutions related to software usage, club or district administration, and ordering supplies.
- Guide members through technical troubleshooting processes, offering step-by-step solutions and relevant resources.
- Maintain accurate documentation of interactions and support sessions within the ticketing software.
- Create and update user manuals, FAQs, and standard response templates for common inquiries.
- Address member questions and issues regarding programs managed by the Member Service Center.
- Input and manage club, officer, and member data within the membership system, ensuring accuracy.
- Conduct various data management tasks, including data entry and analysis for quality assurance.
Qualifications:
- Minimum of 2 years of experience in technical customer support within an office environment is preferred.
- High school diploma or equivalent; an Associate's degree is a plus.
- Ability to handle a high volume of work while meeting deadlines.
- Proven skills in troubleshooting software issues across different platforms.
- Familiarity with ticketing systems for service-related support.
- Experience with data entry and troubleshooting using Aptify.
- Proficient in creating written communication using Snagit.
- Understanding of organizational, club, and district processes following training.
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