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Client Service Specialist

Philadelphia, Palau

Job ID: 9034 Category: Professional

Job Description

  • Maintains strong client relationships and provides day to day client advice.
  • Under limited supervision, designs solutions for clients ensuring that SLA’s (service level agreements) and KPI’s (key performance indicators) are met.
  • Provides user training on system and new functionality and responds to user queries.
  • Writes and produces detailed functional specifications.
  • Escalation point for unresolved production support issues and participates in analysis and resolution on behalf of the business.
  • Administers project schedule, scope of work and budget, ensuring that operational teams and subcontractors understand client requirements.
  • Communicates client requirements to operational teams and subcontractors.
  • Promotes the organization’s capabilities to clients, identifying where possible sales opportunities which are forwarded to the account managers.
  • Supports design, development, testing, deployment and transition into operation for less complicated functionality when required.
  • This position is rotational and would require working first and second shifts as needed.

 

Qualifications:

  • Education Required: B.S. in Computer Science, Information Systems, a related discipline, or equivalent work experience
  • Experience Required: 3 to 5 years
  • Strong Knowledge of Linux (Red Hat pref) and shell scripts a must
  • FIX, Soup, moldUDP protocol knowledge a plus
  • Appropriately limits use of technical jargon, slang or culturally insensitive language when creating written communications.
  • Communicates findings and results of analyses in the appropriate format to ensure understanding.
  • Develops standard reports, presentations and documents for use at the team level.
  • Develops positive internal and external customer relationships by consistently and efficiently delivering value.
  • Anticipates customer needs, and proactively addresses customer requests and/or concerns.
  • Uncovers customers’ hidden needs or issues by asking insightful questions and developing rapport; encourages others to consider the customer’s perspective in making decisions.
  • Assists in providing efficient and high quality service to clients.
  • Understands the full array of our Client’s offerings and areas of expertise.
  • Builds a working knowledge of products, technologies, offerings, etc. within scope of responsibility.
  • Has a working knowledge of competitors’ products and services as well as their strengths and weaknesses.
  • Provides quality services by addressing a range of client needs according to developed service level agreements.
  • Performs a range of program responsibilities, enhancing our Client’s reputation for service quality overall.
  • Assists with basic review of data on quality measures to guide improvements and changes to client service standards.
  • Gathers pertinent information about a problem by identifying underlying issues, analyzing data and patterns, and identifying the root cause.
  • Recommends and completes detailed solutions to problems.
  • Draws from standard practices and previous experience to implement solutions.

 

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