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Viventium · 1 month ago

Client Support Representative, Tier 1

United States

Full-time

Remote

New Grad, Entry Level

$50K/yr - $60K/yr

Viventium Software Inc. is a SaaS-based human capital management solution that provides a remarkable user experience and award-winning software. The Client Support Representative, Tier 1 will provide first-level assistance for SaaS products and services, addressing client inquiries through various communication channels and ensuring a seamless user experience.

Cloud ManagementSoftware

Culture & Values

Responsibilities

Handle first-level inquiries related to SaaS products, ensuring accurate and timely resolutions

Troubleshoot and resolve basic system issues, such as login difficulties, payroll processing errors, and report generation

Manage a high volume of inquiries via email, phone, and chat, maintaining a strong focus on service quality

Document all interactions, resolutions, and follow-ups in a detailed and accurate manner

Ensure consistent follow-up and communication with clients, adhering to service-level agreements

Act as the primary point of contact for Tier 1 support inquiries, delivering a positive and effortless client experience

Guide clients through platform features and tools, empowering them to navigate the system independently

Foster strong client relationships by providing clear and empathetic communication throughout the support process

Educate clients on best practices and available resources to maximize the value of the platform

Escalate complex issues to Tier 2 support or relevant departments, ensuring seamless collaboration and resolution

Work with internal teams, including Tax, Payroll, and Development, to gather insights and address client concerns

Act as a liaison between clients and internal teams to streamline communication and improve issue resolution

Identify recurring issues and provide feedback to enhance support processes and system functionality

Contribute to the development and refinement of internal knowledge bases and standard operating procedures

Stay updated on new features and system updates to provide accurate and timely support

Participate in team projects and initiatives aimed at improving overall service delivery

Qualification

SaaS platformsPayroll fundamentalsFPC CertificationCPP CertificationClient service orientationMulti-taskingVerbal communicationWritten communicationProblem-solvingAttention to detail