Client Support Specialist - Online Point of Sale Company
Flexsys is a computer software company based in San Luis Obispo, focused on point-of-sale capabilities for ophthalmology retail services.
Reporting to the Client Relationship Manager, the Client Support Specialist will be responsible for assisting with and on occasion, leading product demonstrations for prospective clients and implementation training for newly acquired clients. The ideal candidate will effectively provide
excellent client service, resolve client inquiries and issues and ensure overall client satisfaction, while ensuring client-focused initiatives run smoothly.
Provide exceptional client support via various channels such as phone, email, and live chat to ensure timely and accurate responses to client inquiries and issues;
Identify and assess client needs, troubleshoot problems and provide appropriate solutions;
Conduct product demonstrations and implementation training sessions according to established procedures for prospective and newly acquired clients;
Maintain a comprehensive understanding of products, services and company policies to effectively address client queries and concerns;
Collaborate with internal teams, including sales, marketing and technical support, to escalate and resolve complex client issues efficiently;
Meet all client deadlines involving related internal responsibilities and projects;
Accurately process paperwork and forms in accordance with company procedures and standards related to client training and implementation, client inquiries, troubleshooting, internal communication, etc.;
Assist in developing and executing client implementation and support procedures, guidelines and FAQs, to improve efficiency and standardize client support processes;
Proactively identify opportunities to enhance the client experience, by identifying trends, suggesting improvements and providing feedback to the management team;
Promote value of company product to clients and upsell services and products;
Update client information, create/maintain client accounts in electronic databases and applications;
Prepare and provide required reporting including, but not limited to, end of day work reports, project status reports, client metrics, etc.;
Operate office equipment, such as computers, printers, phone systems, etc.;
Support department teams, senior managers and executives with daily tasks;
Develop constructive and cooperative working internal relationships assisting colleagues and actively participating in team meetings and training sessions;
Perform additional responsibilities assigned by management.
At minimum, high school Diploma, or GED; AA or Bachelor’s Degree in Business Administration, Information Technology or similar discipline, preferred;
3 - 5 years of proven experience in a client support role, preferably within a technology or software company;
Proficiency in the Microsoft Office suite of products, particularly Word & Excel; Microsoft Office 365 experience preferred, in addition to client support software and CRM systems;
Ability to learn new software applications easily;
Astute oral and written communication and interpersonal skills;
Exceptional time management, multi-tasking, organizational, attention to detail, problem solving and follow-through skills;
Ability to work effectively independently, as well as within a team environment;
Ability to travel to company headquarters in San Luis Obispo, CA, as needed; arrangements of which will be paid by the company.
$65,000 - $80,000 DOE for this full-time, exempt position
10 days annually of paid time off which can be used for sick or vacation, on an accrual basis and increasing incrementally thereafter.
9:00AM – 5:00PM, Monday through Friday