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Client Support Specialist

Arlington, VA | K12 Professional Services

Job Description

Hobsons helps educators, administrators, students, and families maximize success through every stage of the learning lifecycle. Hobsons’ personalized learning, academic planning, post-secondary enrollment, and student support solutions serve millions of students across more than 7,500 schools, colleges, and universities worldwide.

 

 

Client Support Specialist

 

Job Summary

The Client Support Specialist works in a team environment with other Client Support Specialists to address questions of Naviance Network members (typically schools and school districts). Members submit questions related to business or technical usage of the Naviance Succeed solution (a “case”) via phone or email and the Client Support Specialist works to resolve the case in a timely manner. This individual documents the progress of cases online and if-needed escalates cases to Engineering based on priority/issue level. On a daily basis, the Client Support Specialist manages their queue of open cases, updates case status/notes, troubleshoots to resolve outstanding issues, and proactively communicates case resolution to members and the account management team to ensure member success.

 

  • Seeking local candidates only to work in our Arlington, VA office
  • Telecommuting and relocation are not offered 

 

Essential Functions/Responsibilities

  • Provide timely, professional, and accurate responses to members who submit a question via the help menu, phone or email
  • Enter all correspondence and necessary information related to a case into the case management system (currently Salesforce.com)
  • Troubleshoot individually and with team members to resolve a case within 24 hours of case submission
  • On-board new Naviance Network members to support them in the data importing process so that they can start using the Naviance Succeed solution successfully
  • Collaborate and follow-up with the Product Engineering department on cases that require escalation to get resolved
  • Inform the account management team on critical member issues that result in a high priority case that is working to get resolved
  • Contribute to research and growth of the Naviance Knowledge Base by creating member-facing documentation such as solutions and troubleshooting techniques/steps to resolving common questions
  • Manage case work load by monitoring open case queue and phone queue and addressing cases in order in which they are received
  • Provide feedback to Product Management and Product Engineering departments on common issues and questions from members as well as enhancements and recommendations for product improvements
  • Enhance personal and professional growth by participating in monthly training sessions for Support Services team

 

Minimum Qualifications

 

  • 2-4 years of experience serving in an external client-facing role supporting clients via phone or email
  • 2-4 years of experience using, supporting, or troubleshooting web-based applications
  • 2-4 years of experience being a part of a professional services or client services department or team
  • 2-4 years of experience working in a corporate environment supporting a product or software as a service (SaaS) solution 
  • Excellent written and verbal communication both over the phone and in-person required
  • Bachelor’s degree or equivalent experience required
  • Ability to document identity and employment eligibility

 

Required Knowledge, Skills, and Abilities

 

  • Provide timely, professional, and accurate responses to members who submit a question via the help menu, phone or email
  • Enter all correspondence and necessary information related to a case into the case management system (currently Salesforce.com)
  • Troubleshoot individually and with team members to resolve a case within 24 hours of case submission
  • On-board new Naviance Network members to support them in the data importing process so that they can start using the Naviance Succeed solution successfully
  • Collaborate and follow-up with the Product Engineering department on cases that require escalation to get resolved
  • Inform the account management team on critical member issues that result in a high priority case that is working to get resolved
  • Contribute to research and growth of the Naviance Knowledge Base by creating member-facing documentation such as solutions and troubleshooting techniques/steps to resolving common questions
  • Manage case work load by monitoring open case queue and phone queue and addressing cases in order in which they are received
  • Provide feedback to Product Management and Product Engineering departments on common issues and questions from members as well as enhancements and recommendations for product improvements
  • Enhance personal and professional growth by participating in monthly training sessions for Support Services team

 

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

·           Health Insurance

·           Life and Disability Insurance

·           Dental Plan

·           401K Plan

·           Metro SmartBenefits (pre-tax option)

·           Generous Paid Time Off program

 

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

www.hobsons.com

 

EEO / M / F / D / V

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