Client Support Agent

Overview

The Client Support Agent I is a support associate responsible for solving entry-level technical problems for our clients.  They will work with end-users to ensure that they can access our client platforms, complete sales on the storefront, and do some level 1 troubleshooting to ensure that the user's technology meets minimum requirements. 

Responsibilities

• Offering best-in-class technical issue resolution service to our end users

• Responding to learner support technical request via phone and web tickets

• Collect and review/update client information in Salesforce

• Stay current with all platform changes, updates and support utilities

• Fully documenting all phone interactions using ticket documentation guidelines

• Follow up and make scheduled callbacks when necessary

• Manage and monitor caseload according to standard practices 

• Identify, document and escalate priority issues, outages or perceived emergencies  

• Responsible for maintaining and hitting targets for KPIs and Metrics such as Speed to answer, Average handling time, SLAs, and First Call Resolution (FCR), as well as other department metrics

• Establish and maintain a positive professional relationship with users and clients as well as interdepartmental functions

Qualifications

• High school diploma or G.E.D required

• Strong technical background preferred

• Positive and energetic phone skills, excellent written and communication skills

• Demonstrated proficiency in typing and grammar

• Effective listening and probing skills to identify technical assistance needs of the client and opportunities to offer additional assistance

• Multi-tasking, basic keyboarding, internet navigation

• Experience with Salesforce (preferred) or comparable ticketing system

Required Skills

Years of Experience Needed