Client Support Specialist

Provides support and assistance to clients via email, phone, chat, and/or other remote methods. Addresses and responds to customer inquiries on organizational products and services, including operational functions and troubleshooting. Provides clients with  configuration recommendations to improve product usability, performance, and client satisfaction. Documents client interactions, including details of inquiries, complaints, comments, and actions taken. Possesses an understanding of the organization's products and services, but will escalate more complex inquiries. Reports to Director of Product and Client Support.  

Candidate may reside in any time zone within the US, but must be willing to work between 7am-6pm CST (7am-4pm, 8am-5pm, or 9am-6pm).

• Become product experts for BizLibrary’s products and services 
• Take ownership of client issues and strives for resolution 
• Address product and technical questions via email, phone and chat 
• Research, validate and work to resolve technical problems 
• Provide first line support to clients and prospects 
• Provide professional, prompt, and courteous client support by listening to clients and responding in a way that exceeds their expectations 
• Provide troubleshooting and problem resolution to clients 
• Log and clearly document all issues  
• Escalate items that are not resolved in accordance with SLA’s to Product Support level colleagues or Team Lead 
• Coordinate efforts and collaborate with other departments to quickly and creatively resolve customer issues. 
• Participate in product testing to assist in the new product release process 
• Comply with general and client specific Service Level Agreements (SLAs) 
• Assist other departments when workload requires, as may be directed by management 
• Some after-hours or weekend work is required  
• Other tasks as dictated by manager

• Associate Degree (A.A.) or equivalent from two-year college or technical school; or six months to one-year related experience and/or training; or equivalent combination of education and experience. 
• Highly effective in both written and verbal communication 
• Ability to apply instructions and deal with problems involving multiple variables. 
• Ability to read and interpret documents, write routine reports and correspondence. 
• Ability to speak effectively with clients and coworkers 
• Ability to follow instructions and respond to management direction 
• Proficient in Microsoft Office 365 with an emphasis on Word and Excel 
• Experience communicating with all employee levels in the company.