Job Details
>> Client Support Specialist Client Support Specialist Summary Title:Client Support SpecialistID:3193Department:Client ServicesCity/State:Carmel, IndianaLocation:US-Indiana Description **Who We Are**
At PSI, our mission is to help people meet their potential. That is our core purpose, enabling our vision to empower people in their careers and drive organizational success. We achieve this by being the one workforce solutions provider that fuses science, technology and expertise to deliver best-in-class testing, assessment and development products and services.
PSIs culture is as strong as the people who embody our core values. These include our drive to work together as one team, to be dependable in our pursuit of rigor and excellence, to value people and respect everyones talents, to embrace diversity in perspectives and culture, and to think creatively with the willingness to experiment.
Learn more about what we do at:
**Who We Are Looking For**
We are currently seeking a Client Support Specialist.
**Core Responsibilities**
The Client Support Specialist has the following responsibilities:
* Develop a deep understanding of the PSI product suite. Ability to support multiple web-based software products, processes and clients. Ability to multi-task and prioritize workload.
* Provide internal and external client (client administrators, end users, partners, etc.) support via phone, email and chat. Maintain history and status of issues using an internal ticket tracking system.
* Assist in Operational duties such as review/resolve Incident Reports, organize/conduct training session, create/manage documentation and assist in month end closing.
* Assist in developing initiatives to improve the customer experience with regard to client support. Contribute to the improvement of the companys product and processes. Author documents for the companys client support knowledgebase.
* Provide excellent customer service to clients, partners and end users who use the company developed web-based software solutions and test center network. Act as a liaison for clients/partners and maintain solid relationships by handling their questions and concerns with a sense of urgency (time sensitive and prioritization), accuracy and professionalism. Enlists support from others as appropriate or required.
* Assess problem situations to identify causes, gather and process relevant information, generate possible solutions, determine urgency/timeliness, make recommendations/escalate as needed and/or resolve the problem. Take ownership of issues and follow them through to completion.
* Displays a willingness and ability to work effectively within the decision making and organizational structures of the company. Develops and fosters effective collaboration between departments and others (inside and outside of the organization) to ensure an integrated approach to providing services, and fulfilling the organizations goals and objectives.
* Effectively and professionally represents the company to internal and external audiences.
* Performs a variety of tasks and other related duties incidental to the work described herein as may be assigned or delegated.
**Skills & Experience**
The following knowledge, skills and experience are utilized in the role of Client Support Specialist:
* Knowledge and experience in the concepts, practices and procedures of customer service, helpdesk and application support mechanisms.
* Excellent interpersonal skills. Ability and skills in communicating with people of diverse background, education and experience.
* Ability to build and maintain productive working relationships with numerous business partners.
* Must be organized and able to respond quickly to requests in a constantly changing, fast-paced environment.
* Must be forward-looking, innovative, focused on improving existing processes/tools and able to create new ones in an effort to improve accuracy and efficiency.
* Must be persistent and resourceful to track down information that is not easily attainable.
* Experience with multiple web browsers, Strong Microsoft Office (Outlook, Word, Excel and PowerPoint) and other Windows based applications.
* Some database query (MS-SQL) skills preferred.
**Role Requirements**
The following list itemizes additional requirements for the Client Support Specialist position:
* AS or BS in an information technology, business or management program is preferred. Directly applicable experience can be considered in lieu of a formal degree program.
* Reasonable knowledge of current hardware and software technologies and uses.
* Week/weekend shift (8 AM 5 PM Tuesday - Saturday).
* Must be a US citizen.
* Must be able to obtain US Government Security Clearance.
**Benefits**
PSI offers a competitive and comprehensive benefits package inclusive of:
Medical, Dental, Vision, Life, and Short and Long-Term Disability Insurance
Flexible Spending Accounts
401k plan with company match
Generous PTO and Holiday Pay
We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.