: Client Support Specialist
The Arsenal on the Charles
Watertown, MA 02472

Employee Testimonials

Video

As an entry level Client Support Specialist, you will support our educational suite of products in a call center environment. You will be responsible for responding to clients via phone and email, manage support cases, and work with other departments in Operations to resolve client issues.

Accountabilities

  • Troubleshoots client issues via telephone, email or web conferencing software.
  • Records customer inquiries by documenting inquiry and response in Salesforce.
  • Performs new client training to large and small groups via web conferencing software.
  • Documents and escalates reported issues to the Tier 2 support team and follows up with support and clients regarding resolution.
  • Works in tandem with the Customer Solution Management team on CAS-specific issues and projects.
  • Be on time and prepared for deadlines, project milestones & responsibilities, and team meetings.
  • Other duties as assigned.

Position Requirements

  • Bachelor’s degree strongly preferred.
  • High comfort level explaining technical skills to others
  • Flexibility to work shifts between 9AM and 8PM
  • Strong interpersonal, written, and verbal communication skills
  • Previous telephone and written support experience
  • Demonstrated experience with MS Office Suite and web-based information sources
  • Exceptional skills related to handling multiple priorities in a high-volume, fast-paced, multi-product environment
Full-time

Employee Testimonials

Lara Johnson
Customer Service Representative