Customer Service Agent for Phone and Email Support

Job title - Client Solutions Specialist
Reports to - Director of Customer Success

Job purpose

The Client Solutions Specialist is responsible for providing tier 1 support during off hours, developing client support materials, and other support and marketing duties assigned by the Director of Customer Success. This person leverages a deep understanding of the iService application to provide customer support and enhance client support systems.

Duties and responsibilities

* Develop a detailed knowledge of iService configuration options.
* Understand how iService clients use the application to support various forms of business
communication with their customers.
* Provide tier 1 support to all clients primarily via e-mail.
* Works in a consultative fashion with other departments as an advisor of client needs and
market direction.
* Provide account management services in the form of periodic conference calls and
meetings to key clients in North America.
* Develop client support materials, such as training material and emergency procedures.
* Other duties as required by business conditions or as assigned

Qualifications

* Strong English language skills.
* Previous experience using business software.
* Ability to think and act strategically and proactively.
* Ability to understand business requirements.
* Good writing ability.
* Experience using web design tools is not required, but desired.

Working conditions - This position works from home. A good computer, internet connection, and
headset are required. Background check required before access to confidential
information is provided.

Physical requirements - No special physical requirements.

Direct reports - None