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Client Services Associate

2 months ago

San Diego, California, United States RMS North America LLC Full time

Position Overview

In a dynamic call center atmosphere, the Technical Support Specialist plays a crucial role in assisting current clients with their technical inquiries. This position involves diagnosing questions and guiding users through systematic solutions. Mastery of the RMS Hospitality Suite is essential, as support will be delivered through clear and professional communication of technical resolutions.

Reporting Structure

The Technical Support Specialist will report directly to the Customer Support Manager, providing essential product and service information while effectively resolving any issues that may arise with customer accounts.

Key Responsibilities

  • Develop expertise in the RMS Hospitality Suite and associated software products.
  • Handle a significant volume of incoming and outgoing calls.
  • Collect customer information and assess issues by evaluating symptoms.
  • Troubleshoot software problems, internet connectivity, and basic hardware issues.
  • Document and respond to customer service inquiries promptly.
  • Maintain and manage client records accurately.
  • Configure and troubleshoot various software modules, including but not limited to Quickbooks and Point of Sale systems.
  • Clearly explain and guide clients through resolution options.
  • Perform additional tasks as assigned by the Supervisor.

Required Skills and Attributes

  • Strong analytical and problem-solving abilities.
  • Proficient in conflict resolution and troubleshooting.
  • Ability to thrive in a fast-paced, ever-evolving work environment with a positive attitude.
  • Detail-oriented, organized, and capable of multitasking effectively.
  • Exceptional written and verbal communication skills.
  • Efficient time management to prioritize customer needs.
  • Self-motivated and able to work independently as part of a team.
  • Demonstrate accuracy and thoroughness in all tasks.

Additional Qualifications

  • Advanced computer skills, particularly in Microsoft Office Suite.
  • Highly organized with the ability to manage multiple tasks in a results-driven environment.
  • Strong written and verbal communication skills.
  • Ability to prioritize and focus on critical tasks effectively.
  • Confident communicator with a positive demeanor.
  • Energetic professional willing to take on various responsibilities.
  • Experience in administrative and executive support tasks, capable of working independently.