Client Services Specialist

JOB DESCRIPTION

The Client Services Specialist position is a critical position which is responsible for the coordination and scheduling of client services. This position works in conjunction with internal stakeholders such as: Project Management, Operations, and various managers of IT support services. This role will assign tickets to engineers, escalating them as necessary, and aligning engineers’ schedules to ensure all tickets are addressed appropriately.

This role also involves staying on top of the status of tickets and following up with internal personnel and clients. The Client Services Specialist will be responsible for communicating directly with clients, who are the users of the service and are requesting service regarding issues via phone, email, or customer portal. It is the Client Services Specialist’s responsibility to ensure that all incidents, issues, and/or problems are logged, and contain all necessary information for a technician to resolve the user’s service issue and can assign the ticket to the proper technician who is qualified to remediate the support issue.

RESPONSIBILITY INCLUDES:

• A point of contact to the customer for all types of service requests
• Build rapport with ProArch customers.
• Coordination of all IT support groups to ensure maximum utilization of billable resources.
• Schedule remote and onsite resources on the dispatch portal for incidents or request tickets
• Scheduled resources on the dispatch portal for all proactive support services, in agreement with client contracts.
• Monitor resource schedules to ensure prompt time entry on service requests.
• Maintain service ticket system to ensure all tickets are appropriately updated and move through the workflow process according to service level agreement timeframes.
• Route incoming tickets from all service boards and clients to the most appropriate resource based on a combination of skillset, availability, and priority.
• Communication with customers as required: keeping them informed of incident progress and notifying them of impending changes or agreed outages.
• Improve customer service, perception, and satisfaction with fast turnaround of customer requests.
• Work with clients, vendors, engineers, and sales team to ensure the successful completion of tickets and service engagements.
• Maintain utilization of technical resources
• Resolve service and scheduling conflicts as they arise in the Help Center and with Engineering resources.
• Facilitate feedback system to team members on issues such as customer service, communication, and technical skills, to enhance the quality of support delivered.
• Meet or exceed company ticket management goals.
• Work with the Help Center and Engineering team to resolve escalated customer and vendor issues.
• Manage solution execution on complex and problem tickets.
• Support Project Managers on larger projects, as needed.
• Maintain current knowledge of industry trends and potential impact on the support business.

Requirements

• Interpersonal skills: such as telephony skills, communication skills, active listening and customer care
• Ability to work in a team and communicate effectively.
• Highly organized and ability to multi-task and adapt to changes quickly.
• Creative problem solver
• Technical awareness: the ability to match resources to technical issues appropriately.
• Basic computer and operating system knowledge
• Decision making skills.
• Calm demeanor, especially in critical situations
• Experience in the delivery of IT related solutions and in customer service

Benefits

Annual Compensation: Up to 64 K + Benefits

Hybrid: 2-3 days