Client Concierge Specialist

Velosio; Atlanta (GA); Hybrid; USD 48,000 - 60,000; Full time

Benefits offered by this job

Remote working environment

401k match

Job summary

Velosio is seeking a Client Concierge Desk team member in Atlanta. You will be the main client contact, assisting with inquiries, guiding troubleshooting, and collaborating with internal teams to resolve requests. The role emphasizes delivering a world-class client experience in a hybrid onsite setting.

You will document issues, manage tickets, and develop deep product knowledge to provide accurate information. Strong communication and multitasking in a fast-paced environment are essential.

Qualifications

• Bachelor’s degree in a related field.
• Experience in a client service or technical support role in software/tech.
• Strong problem-solving and troubleshooting abilities.
• Excellent verbal and written communication skills.
• Detail-oriented with the ability to multitask in a fast-paced environment.

Responsibilities

• Serve as the first point of contact for clients via phone, email, or chat.
• Document issues and escalate complex problems to internal teams.
• Develop comprehensive product knowledge to address inquiries effectively.
• Log and track client interactions in a ticketing system.
• Collaborate with internal teams to coordinate client requests and resolutions.
• Provide licensing guidance for subscription software and on-premise renewals.

Skills

Client service

Technical support

Troubleshooting

Verbal communication

Written communication

Multi-tasking

CRM systems

Ticketing systems

Remote support tools

Education

Bachelor’s degree in related field

Tools

CRM systems

Ticketing systems

Remote support tools

Job description

About the position

As a Client Concierge Desk team member at Velosio, you will play a vital role in providing exceptional Client service and support to our clients. Your primary responsibility will be to serve as clients’ main point of contact, assisting them with their inquiries, facilitating technical issues, and providing a world class client experience. You will work closely with various internal teams to coordinate and resolve client requests and provide timely and accurate information.

This role is hybrid onsite 3 days a week in our Atlanta, GA office.

Your day might look like

• Client Support and Services: Serve as the first point of contact for clients via phone, email, or chat, providing prompt and professional assistance for inquiries, issues, and requests.
• Facilitating Troubleshooting & Guidance: Identify and facilitate client technical issues by documenting problems and escalating complex issues to the appropriate internal teams as needed.
• Product Knowledge: Develop a comprehensive understanding of Velosio's products and services to address client inquiries and provide accurate information effectively.
• Client Satisfaction: Ensure high levels of client satisfaction by actively listening to their needs, managing expectations, and providing personalized and timely responses.
• Ticket Management: Log and track client interactions and requests in an internal ticketing system, ensuring proper documentation, prioritization, and resolution. Assist with creation and management of Microsoft support tickets as needed.
• Collaborative Coordination: Collaborate with internal teams to coordinate client requests, gather necessary information, and facilitate issue resolution.
• Continuous Improvement: Identify opportunities to enhance the client experience and improve processes, actively sharing feedback and insights with the team to drive ongoing improvements.
• Knowledge Sharing: Contribute to the team's knowledge base by documenting process enhancements, best practices, and frequently asked questions to enable self-service support resources for clients.
• Licensing Assistance: Provide guidance for licensing inquires related to subscription software and on-premise renewals.
• Other duties as assigned.

What you'll bring

• Bachelor’s Degree in a related field.
• Proven experience in a client service or technical support role, preferably in a software or technology environment.
• Strong problem-solving and troubleshooting skills with the ability to analyze and resolve client issues effectively.
• Excellent verbal and written communication skills.
• Exceptional Client service orientation with a strong focus on client satisfaction.
• Ability to multi-task and prioritize tasks in a fast-paced, deadline-driven environment.
• Familiarity with CRM systems, ticketing systems, and remote support tools is desirable.
• Willingness to learn and adapt to new technologies and software solutions.
• Highly detail oriented and well organized with the ability to meet assigned deadlines.
• Strong work ethic and ability to work in a team and independently with minimal supervision.

Who we are

At Velosio, we focus on what matters most - our people. We are a values-driven organization committed to delivering an outstanding employee experience to all our team members. With our 400 dedicated team members serving over 4,000 clients, we know that one size doesn’t fit all. Our diverse workforce is comprised of team members ranging from up-and-coming recent graduates to experts in the industry, and we ensure that each of our team members has the resources they need to thrive.

Due to our proven dedication to our employees and our clients, Velosio has achieved a 30-year legacy of recognized innovation in ERP, CRM, productivity, and Business Intelligence solutions. We are counted in the top 1% of Microsoft Dynamics Partners worldwide, a recognized Microsoft Gold Partner, a 25-time award winner of Microsoft’s Inner Circle and named the 2021 Dynamics 365 Business Central Partner of the Year.

Let's grow together! Are you looking for a high-growth, innovative, collaborative career focused on accountability and continuous improvement? Velosio will help you achieve your NEXT.

Some reasons you might like working with us

At Velosio, YOU MATTER.

Due to our proven commitment to delivering an exemplary employee experience, Velosio was awarded Best Company Culture and Best Company for Women by Comparably in 2023, 2022 and 2021, in addition to Best Company for Career Growth, Best Perks & Benefits, and Best Leadership Team by Comparably in 2022 and 2023!

Access the following link to see why 100% of current Velosio team members feel their company is invested in their career growth, 99% of current Velosio employees feel their manager cares about them as a person, and 99% of current Velosio team members look forward to interacting with their coworkers every day:

https://www.comparably.com/companies/velosio

At Velosio, YOUR WELLNESS MATTERS.

We know one size doesn't fit all, which is why we offer a comprehensive benefits package that allows our team members to create a personalized plan best suited for their unique needs, including:

• 3 Medical Insurance options with a company contribution to HSA
• 3 Dental Insurance options including adult orthodontics
• 3 Vision Insurance options
• PTO with added time with each year of service
• Remote working environment
• 401k Match 50% of the first 6%
• StayWell Program – a cash reimbursement up to $600 a year toward Wellness
• Quarterly Incentive Program

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