Client Communications Advocate (FSD261015)

Ideal Software Systems, Inc.; Meridian (MS); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Major medical and dental insurance

401k plan

Paid vacation and holidays

Personal days

Live and work in a great location

Job summary

Ideal Software Systems is seeking a Client Communications Advocate to maintain strong client relationships, coordinate between support, development, administration, and sales, and expedite internal processes. The role is full-time, on-site in Meridian, MS, and involves administration and technical support tasks.

Qualified candidates have 2+ years in technical or customer service roles, strong communication, and solid Microsoft Office/Google Apps skills. Prior IT and database knowledge is a plus.

Qualifications

• Minimum 2 years of technical and/or customer service experience.
• Experience in Computer Science, Databases, IT, Networks, or BIS.
• Strong Microsoft Office and Google Apps proficiency.
• Ability to navigate VPN/RDP and basic network concepts.

Responsibilities

• Provide complete and timely feedback for all work and issue escalation.
• Field incoming client calls and obtain answers, with internal assistance as needed.
• Maintain visibility for escalated issues with Analysts and Development.
• Track projects and tickets in the system to ensure timely resolution.
• Coordinate with multiple departments to advance projects.
• Cover breaks for the support assistant and respond to client inquiries.
• Take on additional duties as assigned.

Skills

Customer service

Communication

Time management

Typing 50 wpm

Education

AA degree in a related technical or information technology field

Tools

Microsoft Excel

Microsoft Word

Google Applications

Microsoft Windows 10

Access

Job description

Ideal Software Systems, an innovator in business management systems for over 30 years, is looking for a motivatedperson to join its growing team. Thisindividualiscrucial in maintaining strong relationships with our current customers by ensuring any issues they are experiencing with oursoftware are being resolved along with providing updates and feedback to customers during the resolution process. The perfect candidatewill play an integral role in the company's Financial Services Division to expedite various internal processes and projects as well as general reception and administrative duties. For the right candidate, these positions can grow intoadditional advances for applicants with strong computer knowledge and/or technical computerskills.

This is a full-time, non-remote position at present.

The purpose of the Client Communications Advocate (aka Client Advocate) position is to provide an ally or advocate to our customers who will actively facilitate the communication between the customer, support, development, administration, and sales in order to keep each of the processes that the Client Advocate is responsible for running smoothly and efficiently.

Your job duties:

• Provide complete and timely feedback for all work, including but not limited to call logs, checklists, client correspondence, and escalation of any issue
• Field incoming calls from clients and facilitate getting answers to any questions they may have, which may require investigating and/ or internal assistance from other employees
• Assist with keeping visibility high, particularly for any issues escalated to our Analysts and Development team
• Monitor and track projects and tickets in an issue tracking system, making sure none are forgotten, and all are resolved in a timely manner
• Internally communicate with several other departments to further assist in ensuring projects and issues are completed
• Cover breaks for the support assistant, who answers phone calls and responds to emails from our clients
• Other responsibilities as assigned
  

What you'll need:

• Minimum 2 years of technical and/or customer service experience
• Experience in Computer Science, Databases, IT, Networks, or Business Information Systems
• Intermediate to advanced experience with Microsoft Excel and Word
• Basic knowledge of database structure, remote access (VPN/RDP), and networks, with the ability to increase this knowledge
• Experience in a fast-moving environment
• Strong communication skills
• Strong time management, organization, and decision-making skills
• Typing speed: Minimum of 50 words per minute (Typing test WILL be administered)

Qualified Individual Will Have:

• Outstanding customer service skills
• Experience in a fast-moving environment
• Strong communication skills
• Strong time management, organization, and decision-making skills
• Strong skills in Microsoft Office. (Excel, Word, Access, etc.)
• Strong skills in Google Applications (Google Docs, Gmail, Calendar, etc.)
• Knowledge and use of Microsoft Windows 10 operating system
• Multi-Task multiple projects and make sure each project’s deadline is met

NOT Required but Definitely a Big Plus:

• SQL experience
• Working knowledge of HTML and other web-based tools preferredAbility to systematically identify and solve sometimes obscure problems within aweb-based commerce product in a client/server environment
• Create white papers, videos, and other instructive materials for use by our clients and the internal team
• Minimum 2 years of technical and/or customer service experience (call center customer service experience, technical help desk, or desk-side support experience)
• AA degree in a related technical or information technology field (Technical Call Center experience will be considered in lieu of degree)
• Previous break-fix, IT or network experience a plus but not required
• Documentation skills
• Beginner to intermediate knowledge of database structure, remote access, and networking, with the ability to increase this knowledge
• Bi-lingual in Spanish

Compensation and Benefits:

• Competitive base salary commensurate with track record and experience
• Major medical and dental insurance
• 401k plan
• Paid vacation and holidays
• Personal days
• Live and work in a great location

We area progressive technology company with a legacy of providing quality integrated hardware and software systems and support to the amusement, family entertainment, and financial markets.

Our rapidly growing client base, aggressive product development path, and dynamic work environment provide an exciting opportunity for talented individuals looking for career growth and significant advancement opportunities. Applicants with previous experience will be given priority.