Client Care Specialist

Herndon, VA
Feb 15, 2018
Feb 16, 2018
Accountant, IT
Full Time
Job Title: Client Care Specialist Job Description Do you enjoy helping customers solve problems? Do you do aA cents € oehappy danceA cents € when a challenging client says, A cents € oeI could not have done it without youA cents € ? Do you look for ways to make a product easier to use and more fun? Do you have a passion for working with people, and making them successful? If so, we want you! We are looking for someone who thrives on supporting people via email, phone, chat, forums, and social media. Our team members leverage their mastery of our software to build innovative trainings, as well as communication tools and events to help our users love their experiences with our products. Successful Client Care Specialists always have: Excellent customer service skills A cents € " the ability to be patient, accurate, compassionate, responsive, resourceful, and conscientious Excellent organizational, writing, listening, and speaking skills. You must be able to translate technical words and concepts into plain language for our most basic users. A strong sense of urgency and ownership Strong collaboration skills and work well on a team A passion for social media and web-based software Critical thinking skills and the curiosity to pursue A cents € oeWhy?A cents € Fearless interest in and curiosity about gadgets and technology innovations The ability to identify, troubleshoot, and follow-up on customer issues, as well as replicate and document problems for escalation A desire to learn, master, and teach people about our software products Creative thinking skills and a desire to make things better Civic engagement and a drive to give back to their community Desired Experience/Skills (not all required) Basic knowledge of various mobile platforms (eg iOS, Android) Solid technical support experience Demonstrable customer service experience (non-technical field is acceptable) Knowledge of HTML and/or JavaScript Experience with APIs Responsibilities Provide expertise to a diverse portfolio of clients who need assistance with our suite of cloud-based survey and communications technologies Collaborate with the K12 Insight engineering team (aka The Magicians in the Back Room) to provide insight about the user experience, and make recommendations about how to position our products and company for continued success Ensure every client receives maximum value by sharing tips and tricks and explaining best practices via phone and email Deliver periodic online and in-person training for new and existing clients that make every client confident they can master our products Assist team members with additional projects, such as product releases, customer webinars, the production of client training materials, including manuals and how-to videos Work hours are 11 am to 8 pm eastern time What You Get The opportunity and flexibility to demonstrate and grow your professional skills in a world-class organization. Compensation and benefits packages that are second to none - Healthcare, Dental, Vision, 401(k), Paid Vacation, Life Insurance, Disability, Fitness Center, Onsite DayCare Facility, Weekly Catered Lunches, and much more. Competitive Salary: Commensurate with experience

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