Client Support Representative (3DSI)
AOC Solutions - Morgantown, WV

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Client Support Representative

Revised 3/21/13

Position Overview

A Client Support Representative works as part of a team that handles client support requests from end users. Their main responsibilities are to ensure that client satisfaction is high and that all trouble tickets are being resolved in a timely manner.

Essential Job Functions

The Client Support Representative will provide telephone and e-mail support for all service and product offerings.
  • Expected to be fully trained on all company services and product offerings with the ability to answer account or system questions, or assist with account difficulties
  • Research account or system questions using a variety of methods and resources
  • Diagnose and resolve technical application and service issues, and to identify and escalate situations that require additional attention to other client support representatives and/or software engineers
  • Follow standard client support procedures
  • Prioritize calls and support issues
  • Log all client interactions as appropriate
  • Prepare activity reports
  • Stay current with all company services, procedural changes, and updates
  • Provide feedback and recommendations relating to key system issues to engineering and/or senior management
  • Responsible for timely and professional responses (telephone or email) to trouble tickets, updating support requests, and providing assistance as necessary to resolve client issues
  • Must meet contractual service level agreements (SLA) and performance criteria
  • Ensure overall client satisfaction
Non-essential Job Functions
  • Learn all company service and product offerings, handle any client questions related to technical support, account set up, merchant account processing and/or settlement of payments
  • Stay abreast of current industry news, system information, problems, changes; and any updates relevant to industry security issues, internal company security systems, our client community, and the industry as a whole
  • Other duties as assigned
  • College degree preferred; equivalent work experience accepted
  • 2+ years of experience providing telephone and email (written) support troubleshooting technical applications
  • Working knowledge of fundamental online and office tools (internet, email, Excel, Word, Adobe, etc.)
  • Experience with call tracking applications
  • Knowledge of and experience with basic client support practices
  • Detail oriented, with strong organizational and documentation skills
  • Must have excellent oral and written communication skills
Other Skills/Abilities
  • Able to communicate effectively and professionally with a variety of technical and business professionals
  • Experience in a corporate office environment a plus

NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization