Job Details
**Client Support Specialist**
at Relay Radnor, PA **About the Company**
Relay is the "customer for life" SaaS company with over 10 years helping companies more meaningfully engage with their customer. Through our dedicated, 1:1 engagement channel, we deepen relationships while improving business outcomes. Our goal is to maximize customer lifetime value by catalyzing mutually beneficial engagements between our clients and their customers.
Based in the greater Philadelphia Area, we are ranked as one of the Top Work Places by The Philadelphia Inquirer and we continue to put energy into building dynamic, harmonious teams in Philly, Detroit, and across the U.S. We don't look for people who simply fit in, we look for individuals who continuously shape who we are.
**Duties & Responsibilities**
* Receive and respond to client support tickets quickly and efficiently
* Work closely with Relay's internal Technology and Development teams to diagnose issues and resolve in a timely manner
* Assist Implementation Managers with client launches by supporting technical troubleshooting, as needed
* Share client feedback and functionality requests, as needed
* Create and maintain knowledge base materials and support documentation
* Identify opportunities to improve the client support experience
**Indicators of Success**
The ideal candidate will be an ambitious individual who embraces the start-up mentality and the agile work atmosphere of a growth-oriented organization. Ultimate success will be measured by delivering on commitments, exceeding goals, and achieving both with integrity and respect for co-workers. In addition, the candidate will have:
* Strong organization and technical aptitude
* Excellent verbal and written communication skills
* Passion for client service and experience
**Relevant Experience**
* 3+ years of experience supporting a SaaS product offering
* Ability to lead/manage projects to improve systems and internal processes
* Demonstrated support and problem-solving skills when dealing with clients and customers
* Highly collaborative and relationship-focused
* Ability to manage multiple client situations
* Strong analytical and reporting skills, is a plus
* Experience in the consulting industry, nice to have
* Experience in healthcare or financial service industries is a plus