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Civix · 3 months ago

Client Support Specialist

United States

Full-time

Remote

Senior Level

5+ years exp

Civix is seeking a Client Support Specialist to join their Client Support team within the Go Grants Business Unit. The role involves providing extensive software support and technical assistance to clients, diagnosing and resolving issues with the Grants Management software used by Emergency Management Agencies in the United States.

ConsultingGovernmentGovTechInformation TechnologySoftware

H1B Sponsor Likely

Responsibilities

Establish and foster client relationships, gain client trust and represent Civix’s core values

Resolve client inquiries and issues in a timely manner; communicate resolution effectively through email and phone communications

Document and record all aspects of client interactions in designated client management systems to promote transparency and understanding of technical issues

Manage open calls by identifying and prioritizing issues according to published policies

Evaluate technical issues and escalate to senior team members or department members if additional expertise or assistance is needed

Collaborate with other teams, departments and divisions with issues pertaining to applicable software applications

Work with clients to understand and provide guidance on their process and business requirements

Work individually as well as collaboratively with the team to complete minor business analysis on client update requests

Effectively communicate business requirements and client requests to the development team

Work closely with software developers to troubleshoot and debug programs

QA/Test software updates and revisions

Create end user documentation

Train users on system functionality

Travel to client sites to conduct software training (must meet travel requirements to enter the USA)

Qualification

Software support experienceClient service focusAnalytical skillsCommunication skillsTraining skillsTechnical environment experienceTeam collaborationProblem solvingDocumentation skillsPositive attitude

Required

Passion for client service and client success

Minimum 5 years of experience in providing software support and/or training to end users

Excellent interpersonal and communication skills

Ability to prioritize and complete multiple tasks in a fast-paced, technical environment

Strong analytical and problem solving skills

Ability to work independently and in a team environment

Demonstrated ability to maintain a positive, professional attitude

Exceptional written, verbal, and phone skills

Can-do attitude with a service-oriented approach

Ability to travel to the United States

Diploma or Bachelor's Degree (Technical or Business Process)

Company

Civix

A public sector software and services firm focused on critical infrastructure, grants and land management, elections, and business services.

Founded in 1979

New Orleans, Louisiana, USA

201-500 employees

https://gocivix.com/

H1B Sponsorship

Civix has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

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Trends of Total Sponsorships

2021 (1)

2020 (3)