Client Support Specialist I

Department: Client Support

Reports to:   Client Support Manager

Department Growth Path: Client Support Specialist II

Job Summary

The Client Support Specialist I is the first point of contact for our clients. They are responsible for providing resolutions to external and internal customers through expert problem identification, analysis, and appropriate troubleshooting. Specialists receive requests via email, ticketing system, or telephone, they are responsive and effective in addressing, resolving and/or coordinating escalation to resolve client requests. An ideal candidate is self-motivated, can work with minimal supervision, possesses exceptional client service skills, and can communicate effectively with both technical staff and end users. This position primarily functions in-office.

Essential Functions

• Handle incoming calls, tickets and emails and provide excellent customer service to clients 
• Create tickets for all client interactions 
• Maintain an organized and effective workflow for tickets by ensuring statuses are kept current, documentation is clear, and issues are resolved
• Reporting progress to clients and notifying them of resolutions through various sorts of documentation 
• Communicate effectively with both technical staff and end users
• Attend to obligations and support other company initiatives as directed 
• Understand and deliver on ticket escalation expectations 
• Create new technical documentation for Client Support use
• Must meet performance standards including attendance and punctuality

Qualifications

• Strong interpersonal communication skills and ability to contribute to a positive work environment.
• Ability to be adaptable and to work collaboratively on a team 
• Help desk and/or Customer Service experience in a professional environment (preferred) 
• Associates degree in Computer Science or equivalent work experience (preferred)
• Ability and willingness to work flexible schedules as needed
• Strong problem solving, time management and communication skills 
• Ability to multi-task, organize and document many tasks at one time
• Reliable transportation to get to and from Atomic Data facilities

Atomic Data provides equal employment opportunities to all employees and applicants for employment in accordance with all applicable laws, directives, and regulations of federal, state, and local governing bodies or agencies. Our organization will not discriminate against or harass any employee based on actual or perceived race, color, creed, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, familial status, veteran status, sexual orientation, gender identity, genetic information, status regarding public assistance, membership or activity in a local human rights commission activity, or any other characteristic protected by applicable federal, state, or local laws. Atomic Data will take affirmative steps to ensure that all our employment practices are free of discrimination. Such employment practices include, but are not limited to, the following: hiring, promotion, demotion, transfer, recruitment or recruitment advertising, selection, layoff, disciplinary action, termination, rates of pay or other forms of compensation, and selection for training, including apprenticeship. We will provide reasonable accommodation to applicants and employees with disabilities whenever possible. In addition, all employees are expected to perform their essential functions in a manner that supports equal employment opportunities.

Any employee or applicant for employment who believes they have been treated in a way that violates this policy should contact Human Resources. Human Resources will take immediate action to investigate and address allegations of discrimination or harassment confidentially and promptly.