Summary/Objective
The Client Support Representative is integral to facilitating the effective utilization of our products by partners and clients. This role encompasses reactive support, necessitating skills in de-escalation, research, and rapport-building with partners and clients. Emphasizing the paramount importance of adaptability, problem-solving, and communication skills, the CSR will assist clients in troubleshooting technical issues, navigating our products, and extracting optimal value from our offerings.
The role further involves meticulous documentation, systematic feedback collection, and a commitment to continuous improvement to refine our processes and services. The overarching objective is to deliver exceptional customer service, aiding clients in achieving success in their hiring processes through comprehensive assistance, feature elucidation, and clarification of standard or premium package benefits.
Core Job Duties
- Provide customer service and technical support to both clients and applicants through incoming calls, emails, and chats
- Act as the first line of contact to resolve client issues while keeping the manager informed throughout the entire process
- Perform warm hand-offs to the Client Success team
- Troubleshoot and resolve technical issues reported by users or discovered during the testing phase
- Submit bugs to Tier 2 support for processing and testing
- Write detailed notes in CRM and other systems as needed
- Handle confidential information
- Assist with project management
- Adhere to company and departmental rules and regulations
- Other duties as assigned
Experience
- 2-3 years of Customer Support Experience preferred
- Knowledge of Microsoft Office Suite
- Prior CRM experience
Minimum Qualifications
- High school diploma or equivalent
- One year of experience in customer service jobs preferred
- Excellent Communication Skills
- Ability to multitask
- Display confidence in decision-making and the ability to explain processes or choices
- Ability to work collaboratively in a team
- Possess logic and analytical testing skills
- Problem-solving abilities
- Demonstrate initiative
- Exhibit excellent multitasking skills and task management strategies
- Take accountability and see a project through
About isolved
isolved is an employee experience leader, providing intuitive, people-first HCM (Human Capital Management) technology. Our solutions are delivered directly or through our partner network to more than five million employees and 145,000 employers - who use them every day to boost performance, increase productivity, and accelerate results while reducing risk. Our HCM platform, isolved People Cloud, seamlessly connects and manages the employee journey across talent management, HR & payroll, workforce management and engagement management functions. No matter the industry, we help high-growth organizations employ, enable and empower their workforce by transforming employee experience for a better today and a better tomorrow. For more information, visit www.isolvedhcm.com.
EEO Statement
isolved is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. isolved is a progressive and open-minded meritocracy. If you are smart and good at what you do, come as you are.
Disability Accommodation
Visit www.isolvedhcm.com/careers for more information regarding our incredible culture and focus on our employee experience. Visit www.isolvedeebenefits.com for a comprehensive list of our employee total rewards offerings.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions outlined above.
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