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Role Title: Customer Support Representative
ECLARO: A quick Summary
ECLARO is an award-winning professional services firm headquartered in New York City and operating in the U.S., Canada, UK, Ireland, Australia and the Philippines. We are dedicated to a singular purpose: providing the Right People to meet every client's needs and solve business challenges through strategic staffing, permanent placement, custom outsourcing & offshoring. Utilizing our proprietary TRINIT-E Service Maturity Model, we help clients implement programs to promote innovation, automation and process improvement.
About the Role:
Our Client Support Team is an important component of our business and represents the ability to assist our clients understand, embrace, and gain value from our client solutions. The Customer Support Representative will apply interpersonal and analytic skills to business challenges which ensure the success of our customers. This high impact role will handle multiple clients in an entrepreneurial, problem-solving environment. Support client clients by responding to client requests. This role will report to the Manager, Customer Support.
Job Duties & Responsibilities:
• Demonstrate product expertise and understand how our solutions drive value within our clients' world
• Serve as customer advocate internally while effectively collaborating with internal, cross-functional teams including product management, sales, marketing, engineering and finance
• Present client' platforms and be able to communicate effectively to varied levels of users from analysts to C-Level users
• Provide advice and support related to client forums, client success initiatives, and other outreach programs
• Serve as the primary interface for product related issues during the implementation process and ongoing support
• Build strong client relationships and instill confidence across the organization especially with sponsors and technical contacts
• Ensure that customers derive maximum value from their investments in client by fully leveraging our data and solutions
• Act as expert/specialist to the client in resolving product or technical issues
• Successfully review and manage inquiries from the client thru to resolution
• Collaborate with internal colleagues (Engineering, Strategy, Business Development, Sales and others) to drive improvement in quality, volume, service, and profitability
• Assist in the development and delivery of training materials for internal and external use
• On-board new users by confirming subscription parameters, providing login credentials, and hosting kick-off and check in calls
• As needed, provide ad-hoc training on a 1x1 basis or to a larger group of client users
• Contribute to Knowledge Base management such as adding FAQs or updating training content.
• Analyze client user behavior and usage activity - and generate reporting for key client meetings and marketing efforts – while recommending actions aimed at increased use
Requirements:
Education & Experience:
• Bachelor's degree in Business Admin. or related quantitative (Math, Economics, Finance, Statistics) field of study
• 1-2 years of experience in Analysis or Customer Support; experience in the Natural/Specialty Industry or with other syndicated data is a plus
• Proven track record of problem solving
• Must be able to draw conclusions from raw data and summarize results quickly and efficiently
• Demonstrated ability to communicate effectively
• Adept at cultivating external and internal relationships
• Possess advanced MS Office skills (Word, Excel, PowerPoint)
The following is strongly preferred:
• Strong focus on customer satisfaction
• Solid organizational and time management skills and proven ability to work independently
ECLARO: A quick Summary
ECLARO is an award-winning professional services firm headquartered in New York City and operating in the U.S., Canada, UK, Ireland, Australia and the Philippines. We are dedicated to a singular purpose: providing the Right People to meet every client's needs and solve business challenges through strategic staffing, permanent placement, custom outsourcing & offshoring. Utilizing our proprietary TRINIT-E Service Maturity Model, we help clients implement programs to promote innovation, automation and process improvement.
About the Role:
Our Client Support Team is an important component of our business and represents the ability to assist our clients understand, embrace, and gain value from our client solutions. The Customer Support Representative will apply interpersonal and analytic skills to business challenges which ensure the success of our customers. This high impact role will handle multiple clients in an entrepreneurial, problem-solving environment. Support client clients by responding to client requests. This role will report to the Manager, Customer Support.
Job Duties & Responsibilities:
• Demonstrate product expertise and understand how our solutions drive value within our clients' world
• Serve as customer advocate internally while effectively collaborating with internal, cross-functional teams including product management, sales, marketing, engineering and finance
• Present client' platforms and be able to communicate effectively to varied levels of users from analysts to C-Level users
• Provide advice and support related to client forums, client success initiatives, and other outreach programs
• Serve as the primary interface for product related issues during the implementation process and ongoing support
• Build strong client relationships and instill confidence across the organization especially with sponsors and technical contacts
• Ensure that customers derive maximum value from their investments in client by fully leveraging our data and solutions
• Act as expert/specialist to the client in resolving product or technical issues
• Successfully review and manage inquiries from the client thru to resolution
• Collaborate with internal colleagues (Engineering, Strategy, Business Development, Sales and others) to drive improvement in quality, volume, service, and profitability
• Assist in the development and delivery of training materials for internal and external use
• On-board new users by confirming subscription parameters, providing login credentials, and hosting kick-off and check in calls
• As needed, provide ad-hoc training on a 1x1 basis or to a larger group of client users
• Contribute to Knowledge Base management such as adding FAQs or updating training content.
• Analyze client user behavior and usage activity - and generate reporting for key client meetings and marketing efforts – while recommending actions aimed at increased use
Requirements:
Education & Experience:
• Bachelor's degree in Business Admin. or related quantitative (Math, Economics, Finance, Statistics) field of study
• 1-2 years of experience in Analysis or Customer Support; experience in the Natural/Specialty Industry or with other syndicated data is a plus
• Proven track record of problem solving
• Must be able to draw conclusions from raw data and summarize results quickly and efficiently
• Demonstrated ability to communicate effectively
• Adept at cultivating external and internal relationships
• Possess advanced MS Office skills (Word, Excel, PowerPoint)
The following is strongly preferred:
• Strong focus on customer satisfaction
• Solid organizational and time management skills and proven ability to work independently
Role Title: Customer Support Representative
ECLARO: A quick Summary
ECLARO is an award-winning professional services firm headquartered in New York City and operating in the U.S., Canada, UK, Ireland, Australia and the Philippines. We are dedicated to a singular purpose: providing the Right People to meet every client's needs and solve business challenges through strategic staffing, permanent placement, custom outsourcing & offshoring. Utilizing our proprietary TRINIT-E® Service Maturity Model, we help clients implement programs to promote innovation, automation and process improvement.
About the Role:
Our Client Support Team is an important component of our business and represents the ability to assist our clients understand, embrace, and gain value from our client solutions. The Customer Support Representative will apply interpersonal and analytic skills to business challenges which ensure the success of our customers. This high impact role will handle multiple clients in an entrepreneurial, problem-solving environment. Support client clients by responding to client requests. This role will report to the Manager, Customer Support.
Job Duties & Responsibilities:
• Demonstrate product expertise and understand how our solutions drive value within our clients' world
• Serve as customer advocate internally while effectively collaborating with internal, cross-functional teams including product management, sales, marketing, engineering and finance
• Present client' platforms and be able to communicate effectively to varied levels of users from analysts to C-Level users
• Provide advice and support related to client forums, client success initiatives, and other outreach programs
• Serve as the primary interface for product related issues during the implementation process and ongoing support
• Build strong client relationships and instill confidence across the organization especially with sponsors and technical contacts
• Ensure that customers derive maximum value from their investments in client by fully leveraging our data and solutions
• Act as expert/specialist to the client in resolving product or technical issues
• Successfully review and manage inquiries from the client thru to resolution
• Collaborate with internal colleagues (Engineering, Strategy, Business Development, Sales and others) to drive improvement in quality, volume, service, and profitability
• Assist in the development and delivery of training materials for internal and external use
• On-board new users by confirming subscription parameters, providing login credentials, and hosting kick-off and check in calls
• As needed, provide ad-hoc training on a 1x1 basis or to a larger group of client users
• Contribute to Knowledge Base management such as adding FAQs or updating training content.
• Analyze client user behavior and usage activity - and generate reporting for key client meetings and marketing efforts – while recommending actions aimed at increased use
Requirements:
Education & Experience:
• Bachelor's degree in Business Admin. or related quantitative (Math, Economics, Finance, Statistics) field of study
• 1-2 years of experience in Analysis or Customer Support; experience in the Natural/Specialty Industry or with other syndicated data is a plus
• Proven track record of problem solving
• Must be able to draw conclusions from raw data and summarize results quickly and efficiently
• Demonstrated ability to communicate effectively
• Adept at cultivating external and internal relationships
• Possess advanced MS Office skills (Word, Excel, PowerPoint)
The following is strongly preferred:
• Strong focus on customer satisfaction
• Solid organizational and time management skills and proven ability to work independently
ECLARO: A quick Summary
ECLARO is an award-winning professional services firm headquartered in New York City and operating in the U.S., Canada, UK, Ireland, Australia and the Philippines. We are dedicated to a singular purpose: providing the Right People to meet every client's needs and solve business challenges through strategic staffing, permanent placement, custom outsourcing & offshoring. Utilizing our proprietary TRINIT-E® Service Maturity Model, we help clients implement programs to promote innovation, automation and process improvement.
About the Role:
Our Client Support Team is an important component of our business and represents the ability to assist our clients understand, embrace, and gain value from our client solutions. The Customer Support Representative will apply interpersonal and analytic skills to business challenges which ensure the success of our customers. This high impact role will handle multiple clients in an entrepreneurial, problem-solving environment. Support client clients by responding to client requests. This role will report to the Manager, Customer Support.
Job Duties & Responsibilities:
• Demonstrate product expertise and understand how our solutions drive value within our clients' world
• Serve as customer advocate internally while effectively collaborating with internal, cross-functional teams including product management, sales, marketing, engineering and finance
• Present client' platforms and be able to communicate effectively to varied levels of users from analysts to C-Level users
• Provide advice and support related to client forums, client success initiatives, and other outreach programs
• Serve as the primary interface for product related issues during the implementation process and ongoing support
• Build strong client relationships and instill confidence across the organization especially with sponsors and technical contacts
• Ensure that customers derive maximum value from their investments in client by fully leveraging our data and solutions
• Act as expert/specialist to the client in resolving product or technical issues
• Successfully review and manage inquiries from the client thru to resolution
• Collaborate with internal colleagues (Engineering, Strategy, Business Development, Sales and others) to drive improvement in quality, volume, service, and profitability
• Assist in the development and delivery of training materials for internal and external use
• On-board new users by confirming subscription parameters, providing login credentials, and hosting kick-off and check in calls
• As needed, provide ad-hoc training on a 1x1 basis or to a larger group of client users
• Contribute to Knowledge Base management such as adding FAQs or updating training content.
• Analyze client user behavior and usage activity - and generate reporting for key client meetings and marketing efforts – while recommending actions aimed at increased use
Requirements:
Education & Experience:
• Bachelor's degree in Business Admin. or related quantitative (Math, Economics, Finance, Statistics) field of study
• 1-2 years of experience in Analysis or Customer Support; experience in the Natural/Specialty Industry or with other syndicated data is a plus
• Proven track record of problem solving
• Must be able to draw conclusions from raw data and summarize results quickly and efficiently
• Demonstrated ability to communicate effectively
• Adept at cultivating external and internal relationships
• Possess advanced MS Office skills (Word, Excel, PowerPoint)
The following is strongly preferred:
• Strong focus on customer satisfaction
• Solid organizational and time management skills and proven ability to work independently