Client Support Specialist

The Client Support Specialist acts as a customer liaison for various software products and third-party interfaces. This person facilitates resolution of issues requiring research within the established service levels. This person also participates in customer acceptance testing, support calls, and client implementations. What’s in it for you Hybrid schedules and ample paid time off allowing you work/life balance and flexibility Customized training and onboarding to support you in your first year at COCC Robust employee development programs aligned with career pathing objectives Cutting-edge training and educational resources from vendors like SANS, PluralSight and CBTNuggets Generous PTO offerings, benefits and competitive compensation On-site fitness centers, wellness incentives, and lifestyle spending accounts Tuition Reimbursement One-on-one career coaching DEIB initiatives championing inclusion and encouraging you to bring your whole self to work Financial planning assistance with certified professionals What you’ll do Research customer issues using documentation, manuals, and testing and respond to a high volume of customer support requests, collect information and troubleshoot problems Log all activities and research in call logging software Schedule and validate specification changes and maintenance accuracy Support clients during implementation of new products and services Provide front line customer support and assign case numbers Respond to client inquiries related to system use and procedures Assist clients with reports, balancing, and interpretation Configure and set up new products for clients Determine escalation paths and ensure issue resolution Communicate updates and follow ups throughout case lifecycle Meet service level standards for response and resolution Develop and execute test scripts for product functionality Perform testing and document results for customer acceptance Maintain service standards including call metrics and survey ratings Use a consultative approach when assisting customers and communicate improvement opportunities to management Participate in assigned projects as needed What you’ll bring Associate degree or equivalent work experience in Business, MIS, or IT Minimum two years in banking, financial services, or customer support Experience with payment systems or item processing is a plus Strong customer service and communication skills Ability to communicate with all levels of staff and management Strong problem solving and analytical abilities Ability to work independently and on a team Ability to manage multiple tasks simultaneously Strong attention to detail and organization skills Ability to learn new technology quickly Experience with COCC INSIGHT or Open Solutions CORE is a plus Experience with branch and image capture technologies is a plus Proficiency with Microsoft Office Suite This is a hybrid role in Southington, CT. The salary range is $48,110 - $66,104 annually. #J-18808-Ljbffr