What you will do:

• Respond to customer queries that come in via application, phone, and email in a timely and accurate manner and within the designated support response time frame.
• Follow up with members and customers until the reported problem has been fully resolved.
• Work within the support ticketing system to ensure all initial contact and follow up is well documented.
• Assist client facing team members troubleshoot and resolve product technical issues, and report to engineering as appropriate.
• Escalate tier 3 support requests as per appropriate internal processes.
• Act as a liaison between client success and other client facing teams and the product/engineering departments to communicate status and impact of technical issues.
• As needed, work with Client Success management team to identify impact of technical issues and if warranted assist in determining appropriate client/member communication path.
• Proactively identify and report and trends noted in support tickets to appropriate department or CS Leadership.
• Maintain self service member facing knowledge library
• Deliver monthly and quarterly reporting on Member and Client Support activity and trends.

Requirements:

• Experience as a client support specialist or similar role
• Zendesk experience is a plus
• Jira experience is a plus
• Excellent communication and problem solving skills

This is a hybrid role in Philadelphia