Remote Client Solutions & Support Specialist

ADP, Inc.; Boston (MA); A distancia; USD 47.000 - 50.000; Jornada completa

Descripción de la vacante

CDP is seeking a Client Solutions & Support Coordinator to provide exceptional client experiences across the support ticket lifecycle in a fully remote role. You will review requests, diagnose issues across platforms such as RevolutionCRM, escalate appropriately, and offer effective solutions to ensure timely resolutions.

Ideal candidates will have a Bachelor's degree or equivalent experience, strong customer service and communication skills, and the ability to work collaboratively in a

Formación

• Excellent customer service and support skills.
• Ability to communicate clearly and professionally with clients and internal partners, even under pressure or in quickly evolving situations.
• Flexible and adaptable to changing priorities and projects.
• Ability to independently and collaboratively tackle general issues, identify effective solutions, and provide feedback on business requirements.
• Strong technical troubleshooting skills with the ability to explain and resolve issues for clients.
• Highly developed interpersonal skills; friendly, upbeat attitude and professional demeanor.
• Excellent verbal and written communication skills to effectively translate technical concepts to non-technical audiences.

Responsabilidades

• Build and maintain positive client experience through the entire support ticket lifecycle: review requests, determine across multiple technical platforms issues, provide recommendations and solutions for resolution.
• Promote client success by cultivating collaborative relationships, managing client expectations, and ensuring adherence to Service Level Agreements (SLAs) for support tickets.
• Actively participate in weekly ticket prioritization and review meetings to ensure efficient ticket management and resolution.
• Contribute to the company-wide knowledge base by documenting common support issues and resolutions for quicker future ticket handling
• Research existing material and combine resources into cohesive and accessible documentation for both clients and internal teams
• Participate in internal stakeholder meetings and external client meetings to clarify and resolve client requests
• Ensure timely escalation of potential issues and proactively suggest and implement process improvements to enhance service efficiency
• Perform other duties and responsibilities as assigned by the Manager and/or Director

Conocimientos

Customer service

Communication

Problem solving

Time management

Technical troubleshooting

Team collaboration

Educación

Bachelor's Degree or equivalent work experience

Herramientas

RevolutionCRM

Descripción del empleo

CDP is seeking a Client Solutions & Support Coordinator to provide exceptional client experiences across the support ticket lifecycle in a fully remote role. You will review requests, diagnose issues across platforms such as RevolutionCRM, escalate appropriately, and offer effective solutions to ensure timely resolutions.

Ideal candidates will have a Bachelor's degree or equivalent experience, strong customer service and communication skills, and the ability to work collaboratively in a