Job Description

About the role

A Client Support Specialist at Horizons fulfills a crucial service and support role, utilizing our internal ticketing tool to effectively manage client inquiries, issues, and requests. Their primary focus is to provide exceptional service, ensuring timely resolution, tracking progress, and maintaining clear communication channels. By leveraging the ticketing tool, they optimize the client and client employee experience, foster client success, and contribute to the overall satisfaction of Horizons\' valued clients.

Key responsibilities:

• Client Communication and query resolution:

• Respond to client inquiries, requests, and concerns through CRM, e-mail and calls.
• Provide accurate and helpful information to clients to resolve their issues or answer their questions.
• Ensure timely resolution of client problems and following up to confirm satisfaction.
• Product or service knowledge:

• Develop deep understanding of the company\'s services to provide accurate information and guidance to clients.
• Constantly follow up on product/service updates and changes.
• Training & Guidance:

• Provide clients with training or guidance on how to use the company\'s product or services effectively.
• Conduct demo or training sessions as needed.
• Escalation Management:

• Identify issues which require escalation to higher level support or management.
• Discuss complex issues with clients on calls to resolve them faster.
• Stakeholder Management:

• Effective stakeholder management.
• Collaborate with different departments to resolve complex issues.
• Connect with stakeholders periodically to stay updated on departmental changes and utilize those for better co-ordination.
• Documentation & data analysis:

• Analyze customer support data and trends to identify areas for improvement and develop strategies to enhance the support process.
• Maintain detailed records of client interactions, issues, and resolutions in a customer relationship management (CRM) system.
• Create and update support documentation, FAQs, and knowledge base articles to assist clients in finding solutions independently.

You will be a great fit for the role if you have:

• Bachelor\'s degree in Business Administration, Law, Human Resources, Computer Science, or a related field.
• Fluency in written and spoken English is a must have requirement. Proficiency in additional languages will be a plus.
• 3+ years of successful experience in customer service, customer support or account management, preferably in a software or SaaS company.
• Proficiency in using CRM software and other relvant customer support tools (incl. Jira, Confluence, Hubspot, etc.).
• Ability to quickly learn and understand the company\'s products or services.
• Excellent written and verbal communication skills.
• Ability to articulate complex information in a clear and concise manner.
• Active listening skills to understand client issues and queries. Ability to build and maintain professional relationships with clients.
• Analytical thinking to diagnose client issues.
• Solution-oriented mindset with a focus on client satisfaction.
• Strong teamwork capabilities to collaborate with different departments.
• Prioritization skills to handle multiple client inquiries simultaneously.
• Ability to manage time efficiently to ensure timely resolution of client concerns.
• Presentation skills to conduct effective demo or training sessions.
• Ability to create instructional content tailored to client needs.
• Ability to stay calm and collected during escalated issues.
• Strong decision-making skills to determine when to escalate problems.
• Diplomacy and tact in dealing with stakeholders.
• Ability to interpret data and identify patterns.
• Proficiency in using data analysis tools and software, if necessary.
• Attention to detail to maintain accurate and organized records.
• Proficiency in using documentation tools and platforms.
• Take initiative in identifying and addressing areas for improvement in the support process.
• A positive attitude and client-first approach.

If you are a motivated and adaptable professional who is passionate about customer support and eager to contribute to Horizons\' growth, we would love to hear from you.

Horizons