ITS Inc.

Customer Support Representative

Murray, KY

Full-time

About This Job

Client Support Representative

Reports to: Client Support Manager

Position Summary

The Client Support Representative collaborates closely with Account Leads to deliver exceptional support to both internal and external clients. This role requires an in-depth understanding of the company's products and programs to effectively meet client needs.

Responsibilities

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Client Communication: Collaborate with the Account Lead to ensure timely, accurate, and successful delivery of information to clients.

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Solution Delivery: Work with Account Lead to provide tailored solutions that align with client objectives.

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Research & Analysis: Conduct research, interpret findings, and share insights with the team.

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Ticket Management: Handle incoming calls and process support tickets promptly.

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Meeting Coordination: Collect and distribute meeting notes and prepare reports as needed.

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Client Relations: Maintain a positive, empathetic, and professional demeanor always.

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Issue Resolution: Assist with escalating client issues and concerns.

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Participation: Attend internal and external meetings to stay informed and engaged.

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Product Knowledge: Develop extensive knowledge of ITS products and services.

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Presentations: Conduct and deliver training sessions to clients on the platform’s functionality and usage, both alongside the account lead and independently.

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Coverage: During the lead’s absence, take over all tasks and responsibilities to ensure continuous support for the client.

Education and Training

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Bachelor’s degree or substantial experience in client support.

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Proficient in Microsoft Office Suite and CRM usage

Skills

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Communication: Excellent written and verbal communication skills.

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Interpersonal Skills: Ability to instruct, lead, and assist effectively.

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Data Proficiency: Competence in compiling, analyzing, and evaluating data.

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Business Acumen: Strong understanding of business operations and strategies.

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Teamwork: Ability to work independently and collaboratively within a team.

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Adaptability: Quick to learn and adapt to new technologies and products.

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Consultative Selling: Knowledge of consultative and value-based selling techniques.

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Technical Skills: Basic proficiency in computer operations.

Traits

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Logical: Understands the significance of information and prioritizes effectively.

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Proactive: A self-starter who takes the initiative to make things happen.

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Persistent: Demonstrates resilience in overcoming challenges.

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Enthusiastic: Possesses a genuine interest in the products and services offered.

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Innovative: Open to experimenting with new ideas and approaches.

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Intuitive: Ability to anticipate client needs without direct input.

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Objective: Maintains a factual approach, minimizing personal bias.

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Analytical: Capable of assessing situations and identifying necessary actions.

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Systematic: Committed to adhering to ITS processes and protocols.

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.