Job Title

Client Care Trainee

Date

3/10/2023

Reports To

Manager, Client Support

EEO Category

Administrative Support Workers

Organization

Client Support

FLSA

Non-Exempt

Job Summary

Client care Trainee interact with Clients on a daily basis to provide basic technical support for the application software over VoIP phone and through live text-based chat, using creative problem solving to provide product support and help Clients through complex issues. Technicians manage their progress toward results and documents Client communication throughout the “life-cycle” of a reported issue, supporting a fast-paced, metrics-driven Client contact center.

Essential Duties & Responsibilities

• Provides knowledgeable technical and functional assistance to external Clients in a prompt and courteous manner.

· Documents interactions (via VoIP phone, portal, and/or text-based chat, as assigned) with Clients via cases.

• Develops interpersonal service skills and drives efficiency and results to achieve high Client satisfaction.
• Attends training classes, initiates self-training, and demonstrates application of knowledge and skills gained.
• Demonstrates thorough understanding of solutions and aftermarket products as assigned and their interaction with operating systems and environments.
• Proactively pursues projects within the Support team to enhance our business and Client service levels.
• Demonstrates initiative to constantly increase knowledge and skills in products they are assigned.
• Constantly and proactively improves Client service skills.

Skills & Other Requirements

Education

• Bachelor’s degreeor equivalent work experience in Client service

Minimum Qualifications

• Excellent English proficiency in verbal and written communications
• Accent neutral

Skills/Knowledge

• Strong verbal and written communication skills, problem solving/analytical and trouble-shooting skills.
• Excellent Client service skills.
• Must be able to organize and manage workload efficiently and prioritize projects and cases with minimal supervision.

Technology Requirements

• 100 Mbps internet service if working from home

Work Environment/Physical Demands

• While at work, this position is primarily a sedentary job and requires that the associate can work in an environment where they will consistently be seated for the majority of the work day
• This role requires that one can sit and regularly type on a key board the majority of their work day
• This position requires the ability to observe a computer screen for long periods of time to observe their own and others’ work, as well as, in-coming and out-going communications via the computer and/ or mobile devices
• The role necessitates the ability to listen and speak clearly to Clients and other associates