Client Support Specialist II [Nashville, TN]

Purpose/General Function:

Responsible for handling a variety of tasks in the effort to ensure optimal support services for PASKR clients. Responsibilities include interacting with customers over the phone, in person, email, chat and social media. Must consistently demonstrate professionalism representing the organization.

Duties/Responsibilities:

  • Work with Product team to implement solutions for accounting integration challenges
  • Act as knowledge expert for accounting integration related questions
  • Act as primary contact for accounting integration support questions and issues
  • Identify accounting integration issues and enhancement requests
  • Provide documentation relative to accounting integration
  • Provide extraordinary client service each day
  • Exhibit professionalism, empathy, compassion, and patience with clients
  • Earn the clients trust by showing sincere interest in their success with PASKR
  • Exercise a strong understanding of the company’s products, practices, and procedures
  • Listen carefully to client’s needs, questions, or complaints
  • Articulate both common and technical solutions to resolve the client’s question
  • Confident in troubleshooting and investigating to resolve the client’s question
  • De-escalate angry, frustrated, or frantic client communication
  • Prioritize and receive inbound calls, chats, and emails
  • Ensure client questions, needs, and concerns are promptly and accurately addressed
  • Record client interaction in PASKR Manager – Correspondence and/or Ticket
  • Obtain valuable client feedback and share with Client Experience, Product Manager, and Sales
  • Demonstrate system features and functionality Introduce online help, tips, and training early to empower client
  • Develop an understanding of the client’s business processes so you can help successfully map them to PASKR
  • Identify gaps in client processes and PASKR Develop solutions for the gaps
  • Meet Client Experience call quotas
  • Consistently handle escalated support tickets without supervision 

Skills/Requirements:

  • Able to work 7am – 4pm cst
  • Fast learner and great attitude
  • Able to make outgoing calls to clients having issues
  • Great knowledge of QuickBooks, Sage and Foundation
  • Reliable internet and phone service
  • Communicate clearly verbal and written
  • Troubleshooting and analysis skills
  • Advise clients on technical upgrades needed
  • Firm understanding of accounting concepts
  • Quick learner on basic troubleshooting techniques
  • Able to generate data queries, retrieve data and analyze data
  • Technical background on the following would be a plus: php, mysql and Net
  • Go above and beyond the call of duty to delight our clients
  • Ability to multi-task, prioritize, and manage time effectively
  • Proactive in anticipating and resolving downstream problems
  • Troubleshoot and resolve problems quickly
  • Assist with research and problem resolution
  • Proven client service representative experience
  • Go above and beyond the call of duty to delight our clients
  • Strong verbal, listening, and interpretive skills
  • Strong computer, technical, and presentation skills
  • Ability to multi-task, prioritize, and manage time effectively
  • Proactive in anticipating and resolving downstream problems
  • Meet client needs and implement correctly
  • Balance advocating for the client and PASKR long term goals
  • Interpersonal skills able to adapt/respond to different types of characters and attitudes
  • Familiarity with construction terms and practices a plus

Education:

  • 4 – 6 Years of related experience
  • High school diploma or equivalent