Client Services Specialist -- Software-as-a-Service
BoardEffect, Inc. - Philadelphia, PA

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Job Description Reports To: VP, Client Experience Date: May 2013


This position builds and maintains positive client relationships through direct interactions with the client. Provides training, support, product knowledge, and liaison. As a trusted advisor, delivers timely and helpful solutions.

Key Responsibilities:

  • Provide phone and email support for all BoardEffect users. Provide timely, thorough and helpful solutions.
  • Monitor the helpdesk database system. Determine appropriate service level, escalate as needed, assign priority and ensure timely resolution of issues.
  • Provide administrator and end-user training.
  • Assist with setting up and maintaining training materials. Populate new portals with client information. Convert training videos to secure and compatible formats.
  • Proactively anticipate needs and business process improvements. Develop and use knowledge of the product and clients to advise them on how to optimize their experience with the application.
  • Identify the source of recurring problems whenever possible. Provide feedback to BoardEffect team members on product development needs.
  • Keep abreast of new feature development, timing, and bug fix status.
  • Other duties as assigned.

    • Bachelors degree with relevant coursework (training, education, business administration, communications, information systems, etc.) and demonstrated knowledge of technology and business operations.
    • 1-2 years experience in a customer service position. Work experience with nonprofit organizations and/or boards is preferred.
    • Excellent verbal and written communication skills. Ability to communicate effectively and professionally with users at all levels. Ability to translate technical information into clear and easily understandable benefits for non-technical users. Ability to listen and adjust presentation to meet the audiences needs.
    • Proficient with computer applications including Microsoft Office, iPad, and online presentation tools (e.g. GoToWebinar, GoToMeeting, WebEx).
    • Well organized, detail oriented, with strong analytical and problem solving skills.
    • Self-motivated with ability to work well independently with limited direction from others.
    • Must be able to succeed and thrive in a flexible, entrepreneurial work environment.

    Additional Information Application:

    Include a cover letter with your resume.

    BoardEffect, Inc. - 21 months ago - save job