Client Relations Representative

Job Description

Job Description

Founded and operated by former election officials, KNOWiNK provides a proven solution rooted in knowledge gained from our extensive experience as former election officials and from working with and listening to elections authorities across the country.  We are committed to growing to meet evolving needs and helping achieve the vision of individual jurisdictions to modernize elections with best-in-class technology.  Therefore, KNOWiNK is in a perpetual state of development to enhance the overall election experience for voters, and everyone involved with running elections.  Our top priority is to continue advancing the election process to make voting easier for workers and voters alike.  

Client Relations Representative

We're looking for someone who genuinely enjoys talking to people, keeping things organized, and solving problems before they turn into bigger ones. As our Client Relations Representative, you'll be the first voice our clients hear and crucial in our commitment to excellent client care. If you're calm under pressure, sharp on the details, and like knowing your work actually matters, this one's for you.

What you'll be doing

• Handle incoming calls and emails for the whole company — routing them to the right people quickly and professionally
• Own your Zendesk queue: create, assign, update, and close tickets with the kind of detail that actually helps your teammates
• Follow up after issues are resolved to make sure clients understood the fix and are happy with how it was handled
• Handle general support questions and walk clients through basic troubleshooting
• Help clients navigate iOS and app updates without the frustration
• Cover evening, overnight, and weekend shifts as first-tier tech support — escalating to on-call staff when needed
• Run client outreach campaigns via phone
• Keep departmental spreadsheets clean, current, and accurate
• Pitch in wherever the team needs it

You might be a great fit if you

Stay cool when multiple things are happening at once

Are a clear, friendly communicator over phone and email

Have worked with a ticketing system before (Zendesk is a plus)

Are comfortable with iOS and explaining tech to non-tech people

Are reliable and available for non-traditional shift hours

Like keeping things tidy in your tickets, your notes, and your spreadsheets

Responsibilities :

•   Responsively manage all incoming emails and calls for the whole company, directing them to the appropriate departments.

•   Maintain meticulous and precise documentation in Zendesk tickets, assigning tickers to the   appropriate department, ensuring resolutions and subsequent follow-ups.

• Tasked with reviewing and resolving tickets after a solution has been provided, ensuring client satisfaction and their comprehension of the resolution.

•   Address general support inquiries and aid clients in basic troubleshooting.

•   Assist clients with questions related to iOS updates and application updates.

•    Provide first-tier technical support during evening, night, and weekend shifts and escalate calls to on-call staff as needed.

•   Execute client outreach campaigns through phone calls.

•   Review and update departmental spreadsheets for accuracy.

•   Fulfill additional tasks as assigned.

Required Skills/Abilities: 

• Working knowledge of Microsoft Office Suite and basic CRM management

• Ability to multi-task and thrive in a fast-paced, growing company environment.

• Excellent verbal and written communication skills. 

• Strong interpersonal and customer service skills.

• Solid analytical and problem-solving skills.

• Time management skills to meet strict deadlines (i.e., can’t change election date)

• Strong attention to details and accuracy

• Willingness to work non-traditional hours (early morning, late evenings), as required

Education and Experience:

• 1+ Year in a technical support service field preferred but not required.

• 1+ years of experience as a client service role  

KNOWiNK provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, KNOWiNK complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

KNOWiNK expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of KNOWiNK employees to perform their job duties may result in discipline up to and including discharge.