Description

Are you someone who enjoys interacting with clients? Do you love solving challenging problems? Are you looking for the next step in your career? If this is YOU, come and join EMS and our Client Support team!

The Client Support Specialist will be the first point of contact with the customer. This is an important position that requires excellent listening, communication and problem-solving skills. You must have an eagerness to learn and contribute to a strong team environment, and genuine interest and enthusiasm with working directly with customers to build relationships, understand their expectations and delight them with results.

You will respond to inbound calls and email communication to identify, document and prioritize the needs of the customer. You will be expected to resolve 80% of client issues independently and when necessary escalate the issue and follow through to resolution.

Essential Functions

• Quickly become proficient with proprietary software
• Troubleshoot technical issues related to software, hardware use and configurations through remote connections, telephone support and email
• Coordinate tasks with third-party vendors
• Coordinate software updates
• Exercise client confidentiality
• Performs other duties as required

Qualifications

Skills and abilities

• Strong verbal and written communication skills
• Customer-friendly attitude
• Good analytical and systematic problem-solving skills
• Must be able to multi-task and prioritize calmly and rationally
• Ability to be on call via cell phone
• Ability to provide excellent support through all phases of the service cycle, i.e. documenting, monitoring and tracking issues to ensure timely resolution
• Ability to prioritize, organize and follow through on support issues until they are resolved
• Ability to communicate and work together with staff within this and other departments to solve problems– a TEAM PLAYER
• Ability to cover our evening support hours and occasional weekend support hours is required

Education and experience

• Experience with Microsoft server products, including SQL Server, active directory, networks and diagnostic tools, a plus
• Customer Service experience in the software industry supporting complex software products and Level I – II software support experience preferred
• Experience with defect testing systems preferred
• Experience with hardware trouble shooting a plus
• Prior development experience a plus
• Associates or Bachelor’s degree or 1 year equivalent of relevant industry experience
• Will consider recent graduates that have demonstrated the drive and skills to learn and succeed