Client Support Specialist

Summary

The Client Support Specialist works directly with clients to research and resolve support cases, analyzes client processes, offers best practice solutions and provides end-user training. The Client Support Specialist is responsible for providing effective customer service for all internal and external customers by using excellent, in-depth knowledge of company products and programs, problem-solving skills, as well as communicating effectively with team members within the Client Support Team. The Client Support Specialist exceeds client expectations to consistently achieve a 99 percent Raving Fan satisfaction score.

Supervisory Responsibilities

• None.

Key Internal Interactions

Product Development, Product Management, Implementations & Outsourcing Teams, Relationship Management, Sales, Technical Dev Team, Dev Support, QA, Professional Services. Incoming support calls require daily interaction with Technical Dev Team and Dev Support

Key External Interactions

Clients, some prospect interaction, interface partners, incoming calls and initiating end-user training

Challenges & Opportunities

• Opportunity to have a daily impact on customer experience
• Opportunity to create Raving Fans
• Opportunity to influence product development and promote customer efficiencies
• Staying abreast of current technical trends as they apply to the trust and investment industry and related products
• Supporting multiple releases across an evolving amount of products
• Actively engaging in knowledge share with team and continuous learning opportunities

Duties & Responsibilities

• Receive technical assistance requests from clients through phone calls and internal ticketing systems; prioritizes requests and responds within corporate Service Level Agreements.
• Applies knowledge of Accutech software systems and financial transactions to troubleshoot and resolve client technical issues
• Analyze client’s business processes and advise client on best practices for efficient and accurate processes through Accutech’s software programs.
• Responsible for making product enhancement recommendations to the software development team based on past experiences with customer issues.
• Provide timely and accurate information to incoming customer order status and product knowledge requests which meet established response time expectations.
• Provide feedback to the development team regarding service failures or customer concerns.
• Partner with the sales team to meet and exceed customer’s service expectations.
• Assist with new client account setup.
• Able to logically work through complex problems.
• Develop clear and concise answers to complex technical questions.
• Assist with client training.
• Assist with client implementation.
• Act as a prompt first point of contact for customer inquiries on support, custom work, enhancements and training requests via phone and email.
• Accurately track and complete all client requests and exchanges in Accutech Help Center with required detail.
• Provide online demonstrations and educate customers on the features and online help resources available to enhance their use of Accutech’s software products
• Independently resolve technical and customer support issues and escalate cases when appropriate
• Attend and lead Regional Training and annual National User Conference
• Work with Relationship Management Team to resolve escalated issues.
• Train and develop new Client Support team members.
• Occasionally invited to consult with prospective clients as a product expert.
• Support Final Release Testing efforts.
• Support of ad hoc projects.
• Other assigned projects.

Required Skills/Abilities:

• Knowledge of Trust Accounting or transferrable banking/financial services competencies.
• Passion for customers and an ability to champion high levels of client satisfaction.
• Excellent time management skills, attention to detail and the ability to multitask.
• Great organization skills and the ability to work with deadlines.
• Analytical thinking and problem-solving.
• Ability to retain the detailed information needed to solve complex problems.
• Exceptional written, verbal, and phone skills.
• Ability to analyze for root cause, determine if issues are preventable, identify process efficiencies, and make change recommendations.
• Can do attitude with a service-oriented approach.
• Outstanding listening and communication skills in order to develop strong client relationships.
• Patience to adapt to varying customer knowledge and skill levels

Education and Experience:

• Minimum of 2 years’ experience in Trust Accounting and/or customer service.
• Bachelor’s Degree in Computer Science, Business, Finance/Accounting or related field or equivalent work experience.
• Experience in problem solving and researching root causes related to software performance preferred.

Physical Requirements:

• Works in an office environment using standard office equipment.
• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

We are interested in every qualified candidate who is lawfully eligible to work in the United States. However, we are unable to sponsor visas.

Accutech Systems Corporation is an Equal Opportunity Employer.

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: In person