Client Support Specialist (Arlington, VA or Cincinnati, OH)

Job Summary

The Client Support Specialist (Tier 1 products) serves as a point of contact for clients needing product support by way of our client help desk.  Support Specialists provide Tier 1 support, troubleshooting, issue resolution and issue escalation (if necessary) by way of our online ticketing system and phone support. 


Essential Functions/Responsibilities

  • Responsible for clients receiving an exceptional customer service when contacting the support team by email, phone or web applications.
  • Assists clients with troubleshooting and issue resolution and encourages clients to utilize the appropriate resources for strategy/consultation (Success Manager) and training (Training & Education team members).
  • Identify product issue trends, mass issues and known burning product issues.
  • Communicates resolution times and resolutions clearly to clients in a timely fashion.
  • Maintain a 2 hour or less average response times for clients.
  • Becomes an expert in all products and takes advantage of opportunities for continuous learning.
  • Ensures high level of client satisfaction.
  • Follows team procedures and works with manager of client support to identify efficiencies in process to create an exceptional service experience for clients.
  • Alerts management and team members of at-risk accounts and critical product issues.
  • Works alongside the Success Manager to ensure all parties are on the same page when it comes to client issues and communications.

 

Minimum Qualifications

  • 3+ years of customer service or help desk experience.
  • Technically inclined and strong understanding of databases.
  • Troubleshooting and problem solving skills are must.
  • Minimum of bachelors degree
  • Key Success Factors:
  • Building Relationships
  • Communication
  • Adaptability and Composure
  • Teamwork
  • Customer Focused
  • Planning and Organizing
  • Demonstrated ability to remain calm in high stress situations and handle difficult clients/personalities
  • Demonstrated ability to build strong relationships with cross-office team members and leadership
  • Proven ability to manage multiple priorities while delivering high quality results
  • Strong analytical skills, communication (both written and verbal) skills and project management skills
  • Collaborates effectively with others to identify and resolve issues
  • Ability to be flexible and agile when it comes to change process to enhance the client experience with the Client Support team.


Ability to document identity and employment eligibility within three (3) days of original appointment as a condition of employment in compliance with Immigration Reform and Control Act requirements. 

We are a hard-working, fun-loving office, and we’re looking for the right fit—someone with great communication skills and a solid work ethic who picks up skills quickly.


Hobsons offers a competitive salary along with an excellent benefits package including:

  • Health Insurance
  • Life and Disability Insurance
  • Dental Plan
  • 401K Plan
  • Section 125/Flexible Spending Accounts
  • Generous Holiday and Vacation Schedule

EEO / M / F / D / V

Apply Now

If you are having trouble applying or need additional information, please contact Human Resources.

Back to top