Provide responsive, high-quality customer support for assigned Next Gen Web Solutions products
Perform software-related issue research, troubleshooting, and timely follow-up
Work with clients to help them adopt new features and functionality
Identify client pain points and communicate insights to the Product Manager
Provide ongoing client training on product features and workflows
Clearly and effectively instruct non-technical customers with diverse backgrounds in the use of complex software
Develop familiarity with each client’s specific use case to tailor training accordingly
Provide support to Sales and Product Management
Relay client feedback and patterns to the product team to inform roadmap decisions
Partner with colleagues to continuously improve support processes and documentation

Customer support experience with a demonstrated record of exceptional service
Project management experience with the ability to manage competing priorities
Experience providing training to end users
At least 2 years of industry experience working in Financial Aid, Scholarships and/or HR
Proficiency in Microsoft Office products, especially Excel
Strong analytical skills and technical orientation, including experience with Web Forms and the Internet
High systems acumen including technical troubleshooting
Demonstrated, effective follow-through and exceptional customer service skills
Excellent prioritization, organization, and time management skills
Strong initiative to complete tasks and objectives independently
Ability to work in a fast-paced environment and effectively lead change
Demonstrated excellence in oral and written communication
Comfortable working knowledge of Internet system development and associated processes
Ability to work as a team player and establish good rapport with co-workers

Customer Support Representative

Key skills