Client Support Specialist

Our company is seeking to hire a Client Support Specialist to join the Client Support team within our Go Grants Business Unit. The candidate must work from 9:30am to 6:00pm (EST). The Go Grants team has a Grants Management software product that is used by Emergency Management Agencies in the United States to manage Federal and State Grant money mainly tied to disaster recovery projects. The Go Grants team maintains, enhances, implements and supports this Grants Management software product.

Are you client-service focused and have experience troubleshooting software questions or training end users? Be part of our team. We strive to provide the highest level of client service while taking the time needed to resolve our client’s questions. We are looking for individuals who can multitask, love working with clients, are detail oriented, have excellent communication skills, and can use advanced troubleshooting skills. Civix is seeking a Client Support Specialist who will provide extensive software support and technical assistance to our clients. The Client Support Specialist is responsible for diagnosing and solving client issues in a timely and courteous manner, working independently or with other Client Support staff to resolve issues with the Go Grants software application.

General Responsibilities:

• Establish and foster client relationships, gain client trust and represent Civix’s core values.
• Resolve client inquiries and issues in a timely manner; communicate resolution effectively through email and phone communications.
• Document and record all aspects of client interactions in designated client management systems to promote transparency and understanding of technical issues.
• Manage open calls by identifying and prioritizing issues according to published policies.
• Evaluate technical issues and **escalate** to senior team members or department members if additional expertise or assistance is needed.
• Collaborate with other teams, departments and divisions with issues pertaining to applicable software applications.
• Work with clients to understand and provide guidance on their process and business requirements.
• Work individually as well as collaboratively with the team to complete minor business analysis on client update requests.
• Effectively communicate business requirements and client requests to the development team.
• Work closely with software developers to troubleshoot and debug programs.
• QA/Test software updates and revisions.
• Train users on system functionality.
• Travel to client sites to conduct software training (must meet travel requirements to enter the USA).

Requirements

• Passion for client service and client success.
• Minimum 5 years of experience in providing software support and/or training to end users.
• Excellent interpersonal and communication skills.
• Ability to prioritize and complete multiple tasks in a fast-paced, technical environment.
• Strong analytical and problem solving skills.
• Ability to work independently and in a team environment.
• Demonstrated ability to maintain a positive, professional attitude.
• Exceptional written, verbal, and phone skills.
• Can-do attitude with a service-oriented approach.
• Is a Canadian or U.S. citizen.
• Ability to travel to the United States.

Education/Certification:

• Diploma or bachelor’s degree (Technical or Business Process) from a college or University in North America.