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Client Support Specialist

2 months ago

Schaumburg, Illinois, United States Beacon Hill Full time
Position Overview:
We are a dedicated non-profit organization seeking a Member Support Representative to enhance our Member Support team. This role is essential in assisting our members with inquiries, concerns, and various issues that may arise.

Key Responsibilities:
  • Deliver outstanding customer service by assisting users through various communication channels, including chat, email, and ticketing systems.
  • Diagnose, investigate, and recommend solutions related to software usage, club or district administration, and supply orders.
  • Provide clear, step-by-step technical troubleshooting guidance regarding our software and offer resources to members in the field.
  • Maintain effective communication with users while accurately documenting interactions in our ticketing software.
  • Create and produce manuals, user guides, FAQ documents, and standard responses for common inquiries from members.
  • Address member inquiries related to programs managed by the Member Service Center.
  • Adhere to procedures for entering club, officer, and member information into the membership database.
  • Conduct various data management and entry tasks, ensuring data accuracy and prioritization.

Qualifications:
  • Minimum of 2 years of experience in technical customer service within an office environment is preferred.
  • A high school diploma or equivalent is required; an Associate's degree is preferred.
  • Ability to manage a high volume of work while meeting deadlines.
  • Proven skills in troubleshooting browser, Android, or mobile software issues.
  • Familiarity with ticketing systems for software support or other service-related technologies.
  • Experience with data entry or troubleshooting using Aptify.
  • Proficient in using Snagit for creating written communications.
  • Understanding of organizational, club, and district processes after training.