Remote Client Support & Tech Troubleshooter

iSolved HCM; Sandy (UT); On-site; USD 21,000 - 30,000; Full time

Job summary

isolved is a leading HCM technology provider delivering solutions to partners and clients nationwide. The Client Support Representative role focuses on helping clients utilize our products, troubleshooting issues, and building strong relationships while documenting interactions meticulously.

The position emphasizes de-escalation, research, and effective communication with clients and partners, aiming to improve processes and service quality across the customer journey.

Qualifications

• High school diploma or equivalent.
• Attention to detail.
• Excellent communication skills.
• Confidence in decision-making and the ability to explain processes or choices.
• Ability to work collaboratively in a team.
• Logic and analytical skills.
• Problem-solving abilities.
• Demonstrated initiative.
• Excellent multitasking skills and task management strategies.
• Accountability and follow-through on assigned tasks.

Responsibilities

• Provide customer service and technical support to both clients and applicants through incoming calls, emails, and chats.
• Act as the first line of contact to resolve client issues while keeping the manager informed throughout the entire process.
• Perform warm hand-offs.
• Build strong customer relationships.
• Troubleshoot and resolve technical issues reported by users or discovered during testing and maintenance.
• Submit bugs to Tier 2 support for processing and testing.
• Write detailed notes in CRM and other systems as needed.
• Schedule appointments on calendars.
• Generate reports.
• Handle confidential information with discretion.
• Assist with project management tasks.
• Adhere to company and departmental policies.
• Other duties as assigned.

Skills

Customer service

Technical support

Communication

Documentation

Problem-solving

Teamwork

Education

High school diploma

Tools

CRM software

Microsoft Excel

Microsoft Word

Job description

isolved is a leading HCM technology provider delivering solutions to partners and clients nationwide. The Client Support Representative role focuses on helping clients utilize our products, troubleshooting issues, and building strong relationships while documenting interactions meticulously.

The position emphasizes de-escalation, research, and effective communication with clients and partners, aiming to improve processes and service quality across the customer journey.