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Client Support Specialist

Company: Equify Financial, LLC
Location: Fort Worth
Posted on: June 25, 2022

Job Description:

The Client Support Specialist is responsible for resolving customer queries, recommending solutions and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator whos able to earn our clients trust through knowledgeable and transparent communication.
About Our Company:
InnovA is a cloud-based software SaaS (software as a solution) platform that enables companies to sell inventory through their own company-branded website. Our platform allows customers to grow and facilitate their businesses through a wide variety of software solutions. InnovA's back-office inventory management platform enables its customers to sell inventory via retail, online auctions, simulcast auctions, and via 3rd party marketplaces.

  • Competitive Base Pay
  • Medical
  • Dental
  • Vision
  • 401(k) Savings Plan + Company Match
  • Company paid Life Insurance and AD&D
  • Company paid LTD
  • Employee paid additional Life Insurance and AD&D
  • Additional employee-paid coverage includes critical illness, accident insurance, short term disability and whole life insurance plans
  • Paid Holidays
  • Paid Time Off (PTO)
  • Employee Assistance Program
  • Education Assistance

    Primary Duties and Responsibilities:

    • Respond to customer queries in a timely and accurate way, via phone, email or chat
    • Identify customer needs and help customers use specific product features
    • Acts as a liaison between customers and management in order to enhance the overall customer experience.
    • Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
    • Monitor customer complaints and reach out to provide assistance as needed
    • Inform customers about new features and functionalities
    • Tracks proposed resolutions and follows up with customers in a timely fashion.
    • Independently provides solutions that meet end-user requirements as well as provide solutions that further the broader mission of the organization where these are overlapping but beyond initial user-defined scope.
    • Serves as a technical advisor by addressing potential problems with systems integration, compatibility, and design requirements.
    • Conduct surveys regarding products, services and customer service experiences.
    • Recommends controls by identifying problems; writing improved procedures.
    • Maintains system protocols by writing and updating procedures as needed.
    • Maintains user confidence and protects operations by keeping information confidential.
    • Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
    • Strong analytical and product management skills required, including a thorough understanding of how to interpret customer business needs and translate them into application and operational requirements.
    • Assist in training junior Customer Support Specialists
    • Perform other related duties as required.

      Educational and Other Requirements:

      • A high school diploma or equivalent certificate is required.
      • Experience as a Customer Support Specialist or similar CS role required
      • Solid technical background, with understanding or hands-on experience in software and web technologies, preferred
      • Experience with Technical Writing preferred
      • HTML, CSS and/or JavaScript coding experience preferred but not required
      • Familiarity with the auction industry is a plus
      • Experience Analyzing information and data.
      • Exceptional communications skills, verbal and written.
      • Must have very good phone etiquette.
      • Strong documentation skills.
      • Must be customer-focused, work well in a team-oriented environment, and provide quality service for the business client.
      • Must pay very close attention to detail.

        EO Employer

Keywords: Equify Financial, LLC, Fort Worth , Client Support Specialist, Other , Fort Worth, Texas

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