Client Support Specialist

• Respond to professional customer (physicians, nurses, emergency management technicians and staff) phone inquiries related to Emergency Cardiovascular Care (ECC) and CPR training products and systems. 
• Delight customers while working in a fast-paced call center environment.

• Provide timely and accurate responses to questions regarding website access, basic CPR information, online products, and programs.
• Provide technical assistance to phone customers for Association applications using various administrative tools, support documents and knowledge.
• Adapt technical responses and information from multiple applications to provide customers with moderately complex information and guidance.
• Escalate concerns appropriately when required.
• Respond swiftly and accurately to email inquiries submitted by Association customers within required time frame.

• Enter data accurately in CRM tools to record customer profile information, contact reason, and problem resolution.
• Complete documentation within productivity guidelines and targets.
• Maintain awareness of application and process information through consistent use of our knowledge management system, Association websites, and additional resources.  

Qualifications

• At least two (2) years’ experience in a customer service field or call center environment.  
• At least one (1) years’ experience in providing first level technical support to customers.  
• Demonstrated excellent verbal and written communication skills.
• Internet navigation and the ability to navigate among multiple programs/screens.
• Demonstrated excellent problem-solving skills.           
• High School diploma or equivalent
• Ability to develop alternate solutions and make sound decisions.     
• Computer experience with a proficiency in Microsoft Office: Word and Outlook  
• Available to work Monday through Saturday.

Preferred Experience:

• At least two (2) years’ experience with Customer Relationship Management (CRM) Systems (Microsoft Dynamics preferred)
• Experience with Learning Management Systems (LMS)
• Microsoft Excel