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Client Support Specialist

Cincinnati, OH | HE Professional Services

Job Description

Join Hobsons, the leader in the business of delivering solutions that support education professionals in the preparation, recruitment, management, and advancement of students!  Hobsons provides Web sites for students, as well as marketing solutions, enrollment technology, and student retention solutions for schools.  Hobsons empowers education professionals with the tools they need to help students make the best decisions throughout the educational process.

  

Client Support Specialist

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. 

We are currently hiring a Client Support Specialist to work in either Cincinnati,OH or Arlington, VA. 

 

Essential Functions/Responsibilities:

  • Responsible for clients receiving an exceptional customer service experience without feeling like they are calling an 800 number or help desk
  • Identify product issue trends, mass issues and known burning product issues
  • Assist clients with troubleshooting and issue resolution and encourage clients to utilize the appropriate resources for strategy/consultation (Success Manager) and training (Training & Education team members)
  • Communicate resolution times and resolutions clearly to clients in a timely fashion
  • Maintain a 2 hour or less average response times for clients
  • Become an expert in all products and take advantage of opportunities for continuous learning
  • Ensure high level of client’s satisfaction
  • Follow team procedures and work with manager of client support to identify efficiencies in process to create an exceptional service experience for clients
  • Alert management and team members of at-risk accounts and critical product issues
  • Works alongside the Client 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
  • Demonstrated ability to handle difficult clients and 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

 

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 

  

To learn more about Hobsons, please visit our corporate Web site at

www.hobsons.com.

 

 

Product-related sites:

www.CollegeView.com

www.USAeducationguides.com

www.GradView.com

www.collegeconfidential.com

 

EEO / M / F / D / V

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