POSITION PURPOSE
This position is directly responsible for the entire client service support experience as it relates to delivery of support services, client on-boarding, and issue management. The responsibilities include but are not limited to; supervisor of the delivery of support services by the front-line support teams, quality control and assurance of best-in-class delivery and messaging of requests and issue resolution.
Other primary duties include; working directly with the Senior Client Support team and Account Management in campaigns and client engagement through reach-outs and delivery of client reviews. To support and work directly with client's staff on high-impact issues and be the liaison through issue resolution. Assurance of timely follow-up meetings, as needed until issue resolution is complete.
This position will supervise client services (Helpdesk) in a primary role. Duties include but are not limited to; reviewing the delivery and quality of support output (phone, email or via Sales), maintaining systems, updating data, interfacing with other departments as needed, and any other duties as required to deliver quality and best-in-class responses to client inquiries or issues.
ESSENTIAL FUNCTIONS AND BASIC DUTIES
1. Responsible for service support
a. Supervise Helpdesk all issue resolution quality to maintain best-in-class service delivery
b. Manage on-boarding of clients including set-up, as requested by Senior Support Team Members
c. Maintain all department policies and procedures and update as needed
d. Work with Client Account Administration/Management on as assigned requests and duties
e. Assist in Pilot management
f. Work with Sales Teams in the US as needed for demos or other related requests
g. Product training documents or demos, when requried
h. Provide Director of Operations, Weekly Reports and Matrices
EXPERIENCE REQUIRED:
1- Five of more years in Helpdesk support
2- Experience in supporting clients in a SaaS environment
3- Technically adept and able to understand customization of software
SKILLS/ABILITIES/:
1- Solid oral and written communication abilities.
INTERPERSONAL: .
1- Proficient use of Microsoft Office, Excel, Windows, and additional related software applications.
2- Ability to clearly articulate to clients accurate and concise explanations to their inquiries.
3- The highest level of integrity, strives for excellence, shows passion for above average accomplishment, able to capably communicate a call to action and motivate others to excellence while demonstrating a continual sense of urgency.