Client Support Specialist, Background Screening

What You'll Do

• Provide user support to improve the experience of customers and/or end-users of their assigned product.
• Provide timely responses to customer service inquiries via product ticket system, emails, LiveChat, and phone calls.
• Work with customers to identify and replicate errors and defects through a variety of communication means to ensure resolution.
• Collaborate with team members to provide resolutions to customer inquiries.
• Provide customer feedback to support management through regular team meetings to ensure management keeps a pulse on customer needs and attitudes for decision-making purposes.
• Identify recurring service requests found in your support specialty and offer knowledge base articles or other solutions to reduce ticket volume via deflection or overall elimination of the issue.
• Provide excellent customer service through a friendly yet empathetic tone, and proactive and timely responses to maintain high customer satisfaction scores.

Who You Are

• Experience in customer service, support, or other customer-facing roles.
• A high school diploma or an equivalent combination of education and experience.
• Proficient in Office 365 - Microsoft Word, Excel, PowerPoint, Outlook.
• Demonstrated ability to learn and understand ticketing software applications.
• Excellent verbal and written communication, organization, and follow up skills.
• Clearly describe technical detail in emails and calls.
• Discern appropriate resolution and escalation paths.
• Ability to work effectively and accurately within a fast-paced, deadline-driven environment.