As a Client Services Representative, you will be a critical part of our help to ensure our customers have instant access to their software. The position involves strong troubleshooting, problem solving, and communication skills. You will be responsible for ensuring that customer problems are properly analyzed, documented, and resolved with the goal of creating an exceptional customer experience and an environment of shared team knowledge. Responsibilities: Ensure customers have immediate access to all software products purchased; which may include troubleshooting back-office systems or leveraging third party tools to view customers machine to determine root cause of access issue Ensure high-level of customer satisfaction. Receive, investigate, and respond to customer support issues and inquiries regarding products; including but not limited to product access, account sign-in, license fulfillment and other miscellaneous support requests. Provide information on Account features and capabilities; conduct how to sessions with customers and partners as needed. Serve as a subject matter expert as it relates to policies, processes, and tools. Handle a minimum of 2 chats simultaneously and respond to customer inquiries through e-mail, chat and/or phone. If unable to resolve customer issue, escalate to appropriate staff or management and respond back to customer with solutions provided by specialists Respond to escalated partner/customer issues Proficient in technology, including ability to learn platforms our partners/customers interact with to access our products and services, as well as internal applications Provide feedback and quality assurance on processed cases, including helpful insights and analysis to improve first contact resolution rates and response times Work in fast paced, rapidly changing environment while maintaining professionalism with customers and internal audiences Educate customers/partners on resources available and promote the self-service tools. May include providing hands-on training, creating effective content; execute readiness call activities and delivering webinars externally/ internally Perform onboarding for internal and external parties related to operational policy and process Create and modify content in shared knowledge base for use by all of internal support resources and/or customers and partners Communicate and work closely with local sales office to address customer related issues and order questions. Work closely with sales for quarter-end activities such as order entry cut-off dates Act as a liaison with various departments throughout the company Be a trusted advisor to internal/external parties Recommend to management solutions to difficult customer issues insuring customer needs are always met Willingness to work varying shifts and OT as necessary to meet demands of business and customers Next Steps? Send a copy of your resume to Natasha.Sanoy@RobertHalf.com
Applicants must be available to start immediately, and be located in San Francisco Bay Area.
Strong communication skills Analytical skills/Ability to identify trends, you have the initiative to work with the appropriate channels to drive corrective and preventative actions Digitally native, you use social media to communicate with others Desire, you want to grow with the company Service-oriented, you are mindful and deliberate about the customer experience you deliver Innovative, you challenge conventional practices and suggest better approaches Decisive, you identify bright spots and root causes, and get beyond treating symptoms to measurable results Advocating, you adjust to meet customer service performance measures Influential, you know when to engage others to accomplish shared goals Curious, you learn rapidly, eagerly and independently Passionate, you are tenacious and resilient Flexible, you can work in different global time zones for meetings and calls
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