Opportunities at CMHWorks

Client Services and Support Specialist

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Client Services and Support Specialist

Summary:

We are seeking to augment our stellar Operations team and are looking for a Client Services and Support Specialist.

Details:

Client Communications

  • Regular client communication to ensure continued success, monitor client product usage
  • Communicates/escalates client questions to Operations Team as necessary

Support Services

  • Respond to requests for technical assistance via phone or email
  • Capture events, problems and resolutions within helpdesk tickets
  • Diagnose and resolve technical hardware and software issues
  • Track and escalate problems to appropriate resources
  • Respond to ticket status inquiries
  • Capture client feedback on ticket resolution
  • Inform management of reoccurring issues
  • Stay current with system updates
  • Update training manuals for revised software

Training and Experience

  • Two-year certificate from college or technical school; or
  • Related experience and training in providing troubleshooting and help desk support
  • Excellent communication skills
  • English language proficiency

Competencies

  • Customer Service - Responds promptly to customer needs in accordance with client-specific SLAs; responds to requests for service and assistance; meets commitments.
  • Interpersonal Skills - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully and confidentially; maintains confidentiality. Escalates issues as appropriate.
  • Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions.
  • Teamwork - Balances team and individual responsibilities; treats people with respect; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests.
  • Organizational Support - Follows policies and procedures; completes administrative tasks correctly and on time; supports organization's goals and values. High energy level, comfortable performing multifaceted projects in conjunction with day-to-day activities.
  • Professionalism - Approaches others in a tactful manner; reacts well under pressure; accepts responsibility for own actions; works with integrity and ethically.
  • Initiative - Seeks increased responsibilities; asks for and offers help when needed. Displays original thinking and creativity; meets challenges with resourcefulness; generates suggestions for improving work.
  • Language Skills - Ability to speak effectively before groups of customers or employees of organization.

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Screening Questions

I am legally able to work in the United States and can pass a background check.
How would you describe successful performance in this role?
I understand I will be required to complete a skills assessment to qualify for this posisition.

What Helpdesk Tools have you used previously, which do you prefer, and why?

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Working at CMHWorks

CMHWorks is a place where innovation, integrity, quality and enthusiasm are encouraged. At CMHWorks you will do innovative work and collaborate with some of the sharpest minds in the industry! We believe that while technology drives innovation, it must provide measurable value to our partners and clients.

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Phone: +1 (540) 566-5620

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