POSITION SUMMARY
As a Client Support Representative, you will be the frontline of our company, providing exceptional customer service to our clients. Your primary responsibility will be to answer phones, respond to inquiries, and resolve customer issues efficiently and effectively. A strong familiarity with Microsoft One Drive, Teams, and preferably Zendesk and Sugar CRM will be essential in ... managing customer interactions and providing timely solutions. Your dedication to customer satisfaction, patience, and willingness to research and learn will be critical in this role. Additionally, your comfort with technology and troubleshooting skills will contribute to your success in assisting our clients.
ESSENTIAL DUTIES & RESPONSIBILITIES
• Answer incoming phone calls and respond to customer inquiries promptly and professionally.
• Provide technical support and assistance to clients using relevant software.
• Utilize Zendesk and Sugar CRM to manage and resolve customer issues and requests efficiently.
• Prioritize customer service by ensuring timely resolution of customer concerns and inquiries.
• Demonstrate patience and empathy when dealing with customer complaints or challenges.
• Conduct thorough research to provide accurate information and solutions to customers.
• Collaborate with internal teams to escalate and resolve complex customer issues.
• Stay updated on product knowledge and industry trends to better assist customers.
• Document customer interactions and resolutions accurately in the CRM system.
• Continuously seek opportunities for improvement in processes and customer service delivery.
SKILLS REQUIRED
• Demonstrated ability to prioritize customer satisfaction and provide exceptional service in every interaction.
• Excellent verbal and written communication skills, with the ability to convey information clearly and professionally to customers and colleagues.
• Ability to adapt to changes in procedures, software updates, and customer needs, while maintaining a high level of performance and service delivery.
• Effective time management skills to prioritize tasks and manage multiple customer inquiries and requests simultaneously.
• This job description outlines the primary duties and responsibilities expected of a Client Support Representative. However, additional tasks may be assigned as deemed necessary by the company.
Benefits Include:
• Health, dental, life and disability insurance
• 401(k) retirement account with a company match of up to 5%
• Vacation and personal days (.666 Personal/Sick Days per month for the first year/8 Personal/Sick Days and 5 Vacation Days thereafter.)
This is a REMOTE position. Hours are 9am-6pm EST.
Equal Employment Opportunity
DirectPay is an Equal Opportunity Employer and does not discriminate against applicants or employees based on protected characteristics, including race, color, national origin, ethnicity, religion, age, sex, gender, sexual orientation or medical history or on any other basis prohibited by applicable law
