Client Support Specialist providing direct support to healthcare clients in the financial experience. Leading operational changes, project planning, and ensuring clear communication with stakeholders.
About the role
- Client Support Representative providing first level support of InnQuest products. Ensuring high customer satisfaction through effective incident management in a hybrid workplace.
Responsibilities
- Monitor and respond to user-reported issues as well as infrastructure alerts promptly and professionally; ensure issues are tracked through to resolution.
- Manage proactive ready-for-business checks, identify and fix gaps, and respond promptly to failures.
- Ensure efficient incident management, ensuring accurate communication to impacted groups and timely resolution.
- Facilitate root cause investigations and manage the implementation of corrective and preventative measures.
- Liaise with external technology vendors to coordinate changes and resolve issues.
- Review, execute, and verify production changes in strict accordance with procedures defined in change documents.
- Take an active role in planned technology events, i.e. business continuity tests, ensuring recovery procedures are accurate and complete.
- Leverage tools and resources available within the company to simplify, automate, or eliminate inefficiencies.
- Participate in off-hours pager rotation.
Requirements
- Understanding of hotel front desk and back-office operations.
- Team player.
- Ability to pick up new concepts easily with an initiative to learn and self-motivated.
- Ability to multi-task effectively.
- Assertive and able to resolve client issues with tact and diplomacy.
- Excellent communication skills required:
- Verbally communicate clearly
- Write clearly with excellent grammar and spelling, in style appropriate for business communication
- Clarify problems or issues
- Good listening skills
- Professional and courteous
- Positive attitude
- 3+ Experience in Technical support and troubleshooting skills
- Knowledge of Windows operating systems and basic networking concepts
- Technical certification is a plus
- Hospitality experience is a plus
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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