What are the responsibilities and job description for the Client Relations Representative position at KNOWiNK?
About The Organization
Founded and operated by former election officials, KNOWiNK provides a proven solution rooted in knowledge gained from our extensive experience as former election officials and from working with and listening to elections authorities across the country. We are committed to growing to meet evolving needs and helping achieve the vision of individual jurisdictions to modernize elections with best-in-class technology. Therefore, KNOWiNK is in a perpetual state of development to enhance the overall election experience for voters, and everyone involved with running elections. Our top priority is to continue advancing the election process to make voting easier for workers and voters alike.
Responsibilities
Job Description:
KNOWiNK expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of KNOWiNK employees to perform their job duties may result in discipline up to and including discharge.
Founded and operated by former election officials, KNOWiNK provides a proven solution rooted in knowledge gained from our extensive experience as former election officials and from working with and listening to elections authorities across the country. We are committed to growing to meet evolving needs and helping achieve the vision of individual jurisdictions to modernize elections with best-in-class technology. Therefore, KNOWiNK is in a perpetual state of development to enhance the overall election experience for voters, and everyone involved with running elections. Our top priority is to continue advancing the election process to make voting easier for workers and voters alike.
Responsibilities
Job Description:
- Responsively manage all incoming emails and calls for the whole company, directing them to the appropriate departments.
- Maintain meticulous and precise documentation in Zendesk tickets, assigning tickers to the appropriate department, ensuring resolutions and subsequent follow-ups.
- Tasked with reviewing and resolving tickets after a solution has been provided, ensuring client satisfaction and their comprehension of the resolution.
- Address general support inquiries and aid clients in basic troubleshooting.
- Assist clients with questions related to iOS updates and application updates.
- Provide first-tier technical support during evening, night, and weekend shifts and escalate calls to on-call staff as needed.
- Execute client outreach campaigns through phone calls.
- Review and update departmental spreadsheets for accuracy.
- Fulfill additional tasks as assigned.
- Knowledge and experience with the election industry or government preferred, but not required
- Working knowledge of Microsoft Office Suite, Dropbox, Google drives, Gmail and basic CRM management
- Ability to multi-task and thrive in a fast-paced, growing company environment.
- Excellent verbal and written communication skills.
- Strong interpersonal and customer service skills.
- Solid analytical and problem-solving skills.
- Time management skills to meet strict deadlines (i.e., can’t change election date)
- Strong attention to details and accuracy
- Willingness to work non-traditional hours (early morning, late evenings), as required
- 1 Year in a technical support service field preferred but not required.
- 1 years of experience as a client service role
- Experience in Elections or the Government sector a plus.
- Must be capable of working remotely in a collaborative environment to achieve business and departmental objectives.
- Must be comfortable in a position which requires working exclusively on a computer for most of the day
- Must be capable of maintaining mental focus, attentiveness to fine detail, and workflow process for long periods of time
- Must be prepared to have critical conversations with internal and external clients in a daily basis
KNOWiNK expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of KNOWiNK employees to perform their job duties may result in discipline up to and including discharge.