Client Support Specialist

6 months ago

Whitby, Canada 360insights Full time

**Client**
**Support**
**Specialist**

**Summary**:
The
_Client _
- Support_
- Specialist_ delivers day-to-day client support by executing activities that focus on meeting service level agreements (SLAs) and building and fostering an exceptional client experience across an allotted client-base (vertical and/or platform based).

The role works closely with the
_Client _
- Support_
- Specialist_ team to assist with exceptions, day-to-day support inquiries, program/claim maintenance, and escalations with a strong focus on prompt response and resolution time. This role will involve managing VIP boxes, and where necessary, identifying escalated and complex matters, and triaging tickets to the appropriate team for added support. The
_Client Support Specialist_ ensures clients and platform-users are provided with an unbelievable experience. The
_Client Support Specialist_ will monitor for trends, identify areas and opportunities for improvement, and share findings with the Management team. This role will support
_Customer Care_ teams where required.

**Responsibilities**:

- VIP inbox handling and maintenance within defined guidelines and SLAs
- Escalate/triage complex inquiries to the appropriate ownership team
- Support clients and their field with daily inquiries, included but not limited to:

- Reporting support
- New client and program launch support
- Program updates and corrections
- Claim maintenance
- Exceptions and escalations
- Claim inquiries
- Profile inquiries
- Payment inquiries
- Card-related support
- Support other internal teams including but not limited to Customer Care, Client Success, and Programs to reduce friction in the claim experience and improve interaction rates
- Resolve and/or escalate issues, and where appropriate, support with a phone call to the rep/dealer/user
- Strong focus on guiding clients towards Operational best practices
- Identify trends, issues, and inefficient processes and share with Management
- Evaluate and continuously improve upon operational performance, backed by a blended view of client experience and organizational scalability
- Work with Management to triage projects and tasks to the team responsible for ownership
- Create and/or track JIRA tickets where applicable
- Focus on first-touch resolution and reducing interactions

**Skills and Experience**:

- Understanding of 360 platforms, client industries and business offerings
- Strong understanding of Core and platform reporting capabilities
- Experience with Excel including pivot tables and vlookups
- Requirement to specialize in at least one (1) SAAS platform, and preference to gain and maintain a working knowledge of at least one (1) other SAAS platform
- 1 - 3 years in a client support or customer care role with a client-first mentality
- Knowledge of MS office suite
- Strong experience with the Freshdesk service desk platform
- Ability to assess data analytically, and provide feedback to leadership
- Ability to work both independently and cooperatively in a fast-paced environment
- Excellent communication skills - both written and verbal
- Proven ability to identify and solve problems with a demonstrated attention to detail
- Strong organizational and follow-up skills

Why 360?

We are a people-first organization, passionate about our culture which means that we live and breathe our values every day and in our interactions with team members and clients. Being people focused means shows up like this:
1) In each area of our business there are opportunities for personal and professional growth or to diversify into other disciplines, all supported by L&D and mentorship programs

2) No matter where you are in the world, we have comprehensive healthcare and retirement plans backed up by people-first policies that support a balanced lifestyle, generous vacation and family leave plans, recognition for the value you bring, employee led groups to keep you connected, company profit share bonus, stock options and much more.

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