Client Services Representative
Computershare - San Francisco, CA

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upgrades and ongoing application support •

Create and maintain all necessary case documentation •

Participate in the management of contracted client upgrades and installations; includes diagnostic at the application, database and operating system levels, as well as working with end users in adopting new technology and functionality •

Identifying additional revenue opportunities from "value add " services (Consulting, training, customization, database conversions) •

Determine the nature of all client requests and determine the correct person / CGS team that would respond to the client.
Proactively call clients to communicate our strategic direction with the product line , build and maintain strong relationships with the clients' GEMS user community and IT resources. •

Liaison with customers and other members of CGS to assist in identifying and documenting functional and technical requirements for report and application customizations •

Assist in the development, maintenance and updating of detailed functional and technical design documentation •

Provide system level and UAT testing for new patch, minor and major version releases, document test results, and work with client and product development to amend deficiencies


Education/Experience /Requisite Skills •

1 + years of progressive customer service experience in a Professional Services organization with working knowledge of customer service methodologies and help desk environment / software. •

Four year Bachelor's degree from a college or university •

1+ years supporting enterprise software applications (Help Desk environment) either internally or as a vendor to national and multi-national clients •

The ability to effectively consult with Customer business/IT System Users and the customers' IT technical team to identify technical and application issues, develop a detailed work plan to address identified issues, estimate resource requirements and deliver resolution to identified issues •

Ability to work independently under minimal supervision •

Proven track record of "problem-solving" skills •

Excellent communication skills - written and verbal •

Consistent and positive "can-do" attitude and initiative •

Ability to work as part of a larger Project team •

Ability to maintain client satisfaction and effectively manage client expectations•

Nice to have (NOT Mandatory)Skills: •

Knowledge of Corporate Governance and Entity Management industry: policies, guidelines, and workflow for mid-sized and large organizations is desired but not required •

Ability to conduct and write database queries, evaluate results, and troubleshoot queries and stored procedures both generically and within SQL •

Basic understanding of database structure; functional understanding of installation and troubleshooting of SQL; basic query building in SQL •

Knowledge of and ability to install and configure Microsoft IIS •

Knowledge of the United States SEC (Securities Exchange Commission) policies and procedures; Insider Securities and Stock Option reporting, trading, regulatory compliance (SEC Form 3,4,5, 10B5-1) •

Bilingual (English/Spanish, English/Mandarin) •

Experience with (expertise with administration, App Exchange, Visual Force, API interfaces)
  • Working experience/knowledge of Business Objects' Crystal Reports and Hot Docs - programming and configuration of Report and Assembly templates using database variables.

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