Client Support Specialist Jobs

Constellation Financial Software has been providing innovative software solutions to the leasing and asset financing industry for over 30 years. Delivering flexible solutions to its customers in North America, and all over the World, our customizable framework addresses the full spectrum of finance and asset management needs.

The Senior Client Support Specialist will be focused on technical troubleshooting, issue resolution and support of the client base across four software products. You will assist in designing and implementing improved processes and/or operational policies. You will be responsible for the timely resolution of issues. Customer retention and satisfaction are the primary goal of support.

Job Responsibilities: Activities required to achieve position’s main duties

• Develop and maintain an understanding the needs of the client; is a partner and provides superior client satisfaction.
• Sustain metrics and ensure we are meeting our customer service level agreements (SLA)
• Assist in developing processes that will result in customer problem solving and provide the highest level of satisfaction with fastest turnaround.
• Bring visibility of our customer base to the organization. Provide recommendations for process, as well as product through customer reporting and feed-back.
• Effectively apply knowledge to solve a range of problems and questions.
• Consider and/or develop alternate solutions when available in an effort to provide excellent customer support.
• Occasionally train clients on the applicable application in a support capacity
• Mitigate customer escalation through developing direct customer resolution plan
• Gather and analyze information, research, and follow up on client questions and issues in a timely manner.

Competencies

• Capacity to handle challenging, and escalated situations with calm demeanor and approach.
• Executing on strategies for customer retention and satisfaction
• A desire for constant data driven improvement
• The capabilities of leading by example as well as by direction and vision.

Qualifications

• Excellent communication skills; verbal, written and listening
• Experience developing and implementing client service plans
• Demonstrated ability to deliver on-site training and/or presentations.
• Demonstrated experience in performance data measurement both day to day as well as long term.
• Experience with process development and analysis
• Minimum 3+ years Client Services/Support management experience
• Senior Client Support/Technical help desk experience
• Exceptional verbal and written communication skills
• Strong understanding/experience in the Lease and Loan Industry considered an asset

Business Unit:

CFS

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