Client Support Specialist

Finalsite • Glastonbury, CT

2d • Remote

About The Position

Finalsite is the first community relationship management platform for K-12 schools, transforming how schools attract students, engage families, build community — and thrive. More than 7,000 schools and districts worldwide trust Finalsite’s integrated platform for their websites, communications, mobile apps, enrollment, and marketing services. Finalsite is headquartered in Glastonbury, CT, USA with employees who work remotely in nearly every state in the U.S. as well as Europe, South America, and Asia. For more information, please visit www.finalsite.com . VISION Finalsite will transform the way school communities engage with their schools. SUMMARY OF THE ROLE The Client Support Specialist provides technical support to and acts as a central point of contact for our clients, and is responsible for developing and maintaining solid client relationships. Primary responsibilities include investigating, testing, and resolving technical support issues, and communicating and supporting feature updates and developments. Support Specialists will occasionally need to be available for on-call support to assist clients with emergencies.

Requirements

• 2+ years of Customer support/service experience
• Familiarity with Database Management
• Understanding of the differences between various web browsers
• Skill to use a personal computer and MS Office Products
• Capable of creative, “outside of the box” thinking
• Knowledge of modern office procedures and methods
• Knowledge of modern business communication standards, styles, and formats
• Ability to handle and resolve recurring problems
• Strong interpersonal skills
• Attention to detail
• Self-starter

Responsibilities

• Support clients via ticketing, phone, chat and social media channels in a timely manner
• Stay up to date (through software update blogs, new help center articles, and training) on new product features and improvements, as well as web trends.
• Provide support, training, best practice, and implementation assistance across our Content Management System and suite of products.
• Troubleshoot, investigate, and create detailed software bug reports, and product enhancement requests.
• Participate daily in team stand-up meetings covering challenging tickets, software bugs, and other items of note.
• Ability to solve a portion of incoming calls while on the phone, summarizing and escalating others as appropriate.
• Strengthen the Finalsite brand by exhibiting excellence in product knowledge and customer service.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed