What are the responsibilities and job description for the Customer Support Specialist position at Alan Gray LLC?
Summary: The Customer Support Specialist is a key role for the SIMS business, responding to client service requests, assisting with data integration and working with new clients through the implementation process. The Customer Support Specialist is part of the Operations team and reports to the Technical Support Manager. Success in this role requires extensive experience in customer service, strong product knowledge and a varied technical acumen.
Responsibilities include but not limited to:
- Handle and process incoming customer service requests through ticketing system or via emails
- Oversee inbound data validation and import process.
- Process budget approval requests.
- Assist as needed in the onboarding and implementation of new clients onto the SIMS platform.
- Report and escalate system and performance issues.
- Triage client related and application issues
- Communicate between business, development team and Ops leadership.
- Work with the development team to provide timely support for any client’s needs.
- Open and document application issues for Development review
- Maintain ongoing contact with business and developers and stay up to date on system limitations, upgrades and capabilities to always ensure peak system performance.
Qualifications:
- Bachelor’s degree in computer science, related degree or equivalent work experience.
- Strong and demonstrable customer service experience.
- Experience supporting a SaaS based application
- Possess the ability to work in a fast-paced and flexible environment.
- Must be customer focused.
- Must be able to work individually and within a team framework.
- Strong documentation and communication skills.
Additional Required Skills:
- Microsoft Office Suite
- Experience working with Microsoft SQL Server
- Experience with Zendesk
- Experience with JIRA
- Previous Experience with Legal Billing Software Beneficial
