Client Communications Advocate (FSD251204)

Ideal Software Systems, an innovator in business management systems for over 30 years, is looking for a motivated person to join its growing team. This individual is crucial in maintaining strong relationships with our current customers by ensuring any issues they are experiencing with our software are being resolved along with providing updates and feedback to customers during the resolution process. The perfect candidate will play an integral role in the company's Financial Services Division to expedite various internal processes and projects as well as general reception and administrative duties.  For the right candidate, these positions can grow into additional advances for applicants with strong computer knowledge and/or technical computer skills.

This is a full-time, non-remote position at present.

NOTE:  Please be sure to submit a professional cover letter for this position as a statement of your ability to create professional correspondence with a customer.  A synopsis of why you feel you are a perfect fit for this position is what we are looking for in your cover letter.

The purpose of the Client Communications Advocate (aka Client Advocate) position is to provide an ally or advocate to our customers who will actively facilitate the communication between the customer, support, development, administration, and sales in order to keep each of the processes that the Client Advocate is responsible for running smoothly and efficiently.

Your job duties:

• Provide complete and timely feedback for all work, including but not limited to call logs, checklists, client correspondence, and escalation of any issue
• Field incoming calls from clients and facilitate getting answers to any questions they may have, which may require investigating and/ or internal assistance from other employees
• Assist with keeping visibility high, particularly for any issues escalated to our Analysts and Development team
• Monitor and track projects and tickets in an issue tracking system, making sure none are forgotten, and all are resolved in a timely manner
• Internally communicate with several other departments to further assist in ensuring projects and issues are completed
• Cover breaks for the support assistant, who answers phone calls and responds to emails from our clients
• Other responsibilities as assigned
  
   

What you'll need:

• Minimum 2 years of technical and/or customer service experience
• Experience in Computer Science, Databases, IT, Networks, or Business Information Systems
• Intermediate to advanced experience with Microsoft Excel and Word
• Basic knowledge of database structure, remote access (VPN/RDP), and networks, with the ability to increase this knowledge
• Experience in a fast-moving environment
• Strong communication skills
• Strong time management, organization, and decision-making skills
• Typing speed:  Minimum of 50 words per minute (Typing test WILL be administered)

Qualified Individual Will Have:

• Outstanding customer service skills
• Experience in a fast-moving environment
• Strong communication skills
• Strong time management, organization, and decision-making skills
• Strong skills in Microsoft Office. (Excel, Word, Access, etc.)
• Strong skills in Google Applications (Google Docs, Gmail, Calendar, etc.)
• Knowledge and use of Microsoft Windows 10 operating system
• Multi-Task multiple projects and make sure each project's deadline is met

NOT Required but Definitely a Big Plus:

• SQL experience
• Working knowledge of HTML and other web-based tools preferredAbility to systematically identify and solve sometimes obscure problems within a web-based commerce product in a client/server environment
• Create white papers, videos, and other instructive materials for use by our clients and the internal team
• Minimum 2 years of technical and/or customer service experience (call center customer service experience, technical help desk, or desk-side support experience)
• AA degree in a related technical or information technology field (Technical Call Center experience will be considered in lieu of degree)
• Previous break-fix, IT or network experience a plus but not required
• Documentation skills
• Beginner to intermediate knowledge of database structure, remote access, and networking, with the ability to increase this knowledge
• Bi-lingual in Spanish 

Compensation and Benefits:

• Competitive base salary commensurate with track record and experience
• Major medical and dental insurance
• 401k plan
• Paid vacation and holidays
• Personal days
• Live and work in a great location

We are a progressive technology company with a legacy of providing quality integrated hardware and software systems and support to the amusement, family entertainment, and financial markets. 

Our rapidly growing client base, aggressive product development path, and dynamic work environment provide an exciting opportunity for talented individuals looking for career growth and significant advancement opportunities.  Applicants with previous experience will be given priority.