Client Communications Advocate (FSD261015)

The purpose of the Client Communications Advocate (aka Client Advocate) position is to provide an ally or advocate to our customers who will actively facilitate the communication between the customer, support, development, administration, and sales in order to keep each of the processes that the Client Advocate is responsible for running smoothly and efficiently.

• Provide complete and timely feedback for all work, including but not limited to call logs, checklists, client correspondence, and escalation of any issue
• Field incoming calls from clients and facilitate getting answers to any questions they may have, which may require investigating and/ or internal assistance from other employees
• Assist with keeping visibility high, particularly for any issues escalated to our Analysts and Development team
• Monitor and track projects and tickets in an issue tracking system, making sure none are forgotten, and all are resolved in a timely manner
• Internally communicate with several other departments to further assist in ensuring projects and issues are completed
• Cover breaks for the support assistant, who answers phone calls and responds to emails from our clients
• Other responsibilities as assigned
   

• Minimum 2 years of technical and/or customer service experience
• Experience in Computer Science, Databases, IT, Networks, or Business Information Systems
• Intermediate to advanced experience with Microsoft Excel and Word
• Basic knowledge of database structure, remote access (VPN/RDP), and networks, with the ability to increase this knowledge
• Experience in a fast-moving environment
• Strong communication skills
• Strong time management, organization, and decision-making skills
• Typing speed:  Minimum of 50 words per minute (Typing test WILL be administered)

• Outstanding customer service skills
• Experience in a fast-moving environment
• Strong communication skills
• Strong time management, organization, and decision-making skills
• Strong skills in Microsoft Office. (Excel, Word, Access, etc.)
• Strong skills in Google Applications (Google Docs, Gmail, Calendar, etc.)
• Knowledge and use of Microsoft Windows 10 operating system
• Multi-Task multiple projects and make sure each project’s deadline is met

• SQL experience
• Working knowledge of HTML and other web-based tools preferredAbility to systematically identify and solve sometimes obscure problems within a web-based commerce product in a client/server environment
• Create white papers, videos, and other instructive materials for use by our clients and the internal team
• Minimum 2 years of technical and/or customer service experience (call center customer service experience, technical help desk, or desk-side support experience)
• AA degree in a related technical or information technology field (Technical Call Center experience will be considered in lieu of degree)
• Previous break-fix, IT or network experience a plus but not required
• Documentation skills
• Beginner to intermediate knowledge of database structure, remote access, and networking, with the ability to increase this knowledge
• Bi-lingual in Spanish