Customer Support Specialist - Clientele

We are seeking a Customer Support Specialist to join our growing team!

Position Overview

Assists external clients in the implementation of the product platform. Evaluates client needs, develops configurations that support business processes and technical needs.
Provide user support and training to customers of their assigned product. This role can provide a basic to intermediate level of support to customer inquiries.

A Day in the Life

Duties and Responsibilities:

• Provide timely responses to client's inquiries via product ticket system
• Work with customers to identify and replicate errors and defects through a variety of communications means to ensure resolution
• Collaborate with team members to provide resolutions to customer inquiries
• Provide customer feedback to support management through regular team meetings to ensure management keeps a pulse on customer needs and attitudes for decision making purposes
• Identify recurring service requests found in your support specialty and offer knowledge base articles or other solutions to reduce ticket volume via deflection or overall elimination of the issue
• Provide excellent customer service through a friendly yet empathetic tone, proactive and timely responses to maintain high customer satisfaction scores
• Train new and existing customers on the product you support through phone calls and email, as well as support the utilization of knowledge base available through the platform to ensure customer success in using the software

We would love to chat if you have...

Experience:

• Preferably with any bachelor's or associate degree
• At least with 2+ years of Customer Service Experience

Computer/Technical:

• Basic knowledge of Office 365 - Microsoft Word, Excel, PowerPoint, Outlook
• Demonstrate ability to learn and understand basic office software applications
• Computer and Internet savvy

· Other Skills:

• Strong organizational skills
• Excellent verbal and written communication skills
• Telephone skills/etiquette; call screening
• Ability to prioritize work and handle multiple tasks
• Excellent time management skills
• Attention to detail
• Ability to learn new technologies.

About Us

Community Brands provides a connected network of solutions that enable mission-driven organizations to thrive. Our software powers non-profits, associations, and K-12 schools to engage the people they serve through programs and events, raise funds to enable their mission, and manage their financials and operations. Our family of brands are bound by a common purpose to serve the organizations that make our communities a better place to live. With over 1,600 employees in the US, Canada, UK, Australia, India, and the Philippines, we know that our success is driven entirely by the people of Community Brands. Through professional opportunity, we strive to give each person a clear path to success and personal growth. We embrace diversity and believe that our differences in experience and perspective are the key to our sustained success.

Why work here?

Good People, Doing Good Things: Employees at Community Brands are techies and volunteers who strive to make the Company a great place to work. We dream big and are motivated to help our customers use the technology we create to improve the world around us.

• Planned Paid Time Off  
• Purpose-Driven Culture  
• Work-Life Balance  

• Passionate About Community Involvement  
• Company Paid Parental Leave 

 
All persons hired will be required to: 

• Verify their identity, 
• Verify they are eligible to work (without sponsorship) in the country they are to be employed in, and 

• Complete any required employment eligibility verification form upon hire.