User Liaison jobs in Massachusetts

Purpose

As an entry level Client Support Specialist, you will support our educational suite of products in a call center environment. You will be responsible for responding to clients via phone and email, manage support cases, and work with other departments in Operations to resolve client issues.

Accountabilities

• Troubleshoots client issues via telephone, email or web conferencing software.
• Records customer inquiries by documenting inquiry and response in Salesforce.
• Performs new client training to large and small groups via web conferencing software.
• Documents and escalates reported issues to the Tier 2 support team and follows up with support and clients regarding resolution.
• Works in tandem with the Customer Solution Management team on CAS-specific issues and projects.
• Be on time and prepared for deadlines, project milestones & responsibilities, and team meetings.
• Other duties as assigned.

Position Requirements

• Bachelor’s degree strongly preferred.
• High comfort level explaining technical skills to others
• Flexibility to work shifts between 9AM and 8PM
• Strong interpersonal, written, and verbal communication skills
• Previous telephone and written support experience
• Demonstrated experience with MS Office Suite and web-based information sources
• Exceptional skills related to handling multiple priorities in a high-volume, fast-paced, multi-product environment