Client Support Advisor

Client Support Advisor

Location: Arlington, VA
Schedule:
Full-time

Position Summary

The Client Support Advisor (CSA) is responsible for assisting in client support, care and education for Higher Logic clients. The CSA is responsible for ensuring consistent client care through excellent client service, troubleshooting and commitment to assisting clients in achieving success. 

Major Responsibilities

  • Assist in managing the support ticketing system and resolution of client-reported support issues
  • Troubleshoot and resolve support issues or route to the appropriate staff members for resolution
  • Conduct site reviews with clients to ensure best practices are being followed for optimal results
  • Facilitate necessary resource allocation and support of Higher Logic's project teams, including new business development, client success, training and technical support
  • Assist clients with software setup and best practices
  • Assist in ongoing client training
  • Monitor and respond to client questions on the Higher Logic Users Group (HUG)
  • Understand existing support processes and introduce process changes to improve quality, reduce costs and accelerate support resolution times
  • Proactively respond to client inquiries via email and telephone in a timely and professional manner
  • Facilitate online meetings to resolve support issues, or conduct site reviews with respective project teams
  • Report on the support system updates during weekly Higher Logic team meetings
  • Transition clients from implementation to the support team in an organized and seamless manner
  • Elicit feedback from the client relating to the project implementation, user end adoption and satisfaction after implementation

Qualifications

  • Bachelor’s degree in Information Systems Management, Computer Science, Business Administration or related field or equivalent experience
  • Experience in either an association or SaaS software environment preferred
  • Ability to multitask and handle high volume of work in a stressful and demanding environment
  • Critical thinking and troubleshooting skills are a must
  • Excellent communication skills, both verbal and written
  • Knowledge of customer service principles and practices
  • Accepts responsibility, is self-motivated and accountable for achieving customer satisfaction targets
  • Willing and able to assume additional responsibilities on short notice
  • Strong interpersonal abilities to facilitate extensive interactions across the organization and with multiple customers
  • Strong organization skills to manage a heavy case load
  • Strong commitment to accuracy and a high level of attention to detail
  • Ability to work independently and unsupervised
  • HTML and CSS skills a plus
  • Experience with SalesForce.com and Desk.com or other CRM and support ticket software a plus
  • SQL skills are a plus

Please email your resume with cover letter, including salary requirements, to customerservicejobs@higherlogic.com, and indicate in the subject line you are applying for the Client Support Advisor position.