Client Support Specialist

About the Role

The Client Support Specialist role at Talogy is primarily responsible for supporting customers and colleagues. People in this role are the front-line providers of excellent customer service to clients and partners who are using Talogy systems, working closely with other departments such as Sales, Consulting, Software Engineering and Product Management to ensure timely resolution of issues, complaints and challenges.

This is a full-time, permanent position. Day-to-day the role can be performed remotely, with the expectation of occasional travel to Talogy offices in their region for team collaboration, meetings, and workshops.

Please also be aware this is a night shift supporting teams in the US

Role Responsibilities

• Developing a working knowledge of Talogy solutions and the administrative side of our platforms.
• Responding promptly and professionally to requests for client support, with the aim of ensuring satisfactory resolutions for all parties.
• Supporting clients with implementing their own assessment and development projects on Talogy platforms.
• Taking live calls and emails from clients and handling them in a friendly and professional manner. Scenarios can include (but not limited to) :
• Supporting customers (internal and external) with resolving issues, answering general questions and requests for information about our services.
• Handling complaints or feedback on live projects.
• Reporting bugs or other software / product / platform issues, and collaborating with teams like Software Engineering and Product Management to implement fixes for client projects.
• Providing feedback on support tickets to colleagues in other departments.
• Meeting service level agreements (SLAs) .
• Following processes around documentation of client work and interactions, e.g. utilizing client relationship management and project management tools such as Salesforce and OpenAir.

Knowledge, Skills and Experience Requirements