Client Services Representative I

TEAM Software by WorkWave is looking for a Client Services Representative that has good technical knowledge and can communicate effectively to understand varying issues and explain their solutions to our customers. This person must also be client-oriented and patient when dealing with difficult situations in order to consistently provide top notch customer service.  Why work for WorkWave? WorkWave is unique in that it has a large, established base of loyal customers but also has enormous growth opportunities in multiple areas. We support every stage of a business life-cycle including marketing, sales, service delivery, customer interaction and financial transactions. We are transforming the field service industry, one customer at a time, by building intuitive, best in class cloud-based software, mobile apps and high-value services that solve key pain points our customers face every day, allowing them to save money, save time and improve customer service levels, all at the same time.

WHAT YOU'LL DO:

• Provide excellence in service by quickly responding to client calls and emails in order to  resolve customer questions and inquiries
• Engage in real-time troubleshooting and deep dive research with customers to resolve technical & software related issues
• Ensure frequent, timely, and consistent follow-up with customers while investigating and resolving issues
• Accurately respond to and track call history using an internal (CRM) customer relations management software
• Provide clear, concise, and detailed documentation of all software and technical related issues for client accounts within the CRM system
• Identify and escalate priority issues
• Work collaboratively with other team members to understand the issues and take steps needed to resolve software related issues
• Install & update hardware and software applications
• Create technical documentation – user guides, FAQs or other resource materials
• Effectively utilize a variety of internal computer applications

WHAT YOU'LL BRING:

• Basic understanding of accounting principles
• Prior experience with CRM/call tracking software
• Extreme attention to detail with proven ability to handle multiple projects/customers simultaneously
• Ability to effectively communicate through verbal and written communication
• Ability to work under pressure and in a fast paced environment
• Ability to work in a team environment exhibiting a positive and professional attitude
• Associate’s degree in Information Systems, Business Administration, Accounting or related field or work experience equivalent