This position is directly responsible for the entire client service support experience as it relates to delivery of support services, client on-boarding, and issue management. The responsibilities include but are not limited to supervising the delivery of support services by the front-line support teams, quality control, and assurance of best-in-class delivery and messaging of requests and issue resolution.Other primary duties include working directly with the Senior Client Support team and Account Management in campaigns and client engagement through reach-outs and delivery of client reviews. This role supports and works directly with client's staff on high-impact issues and acts as the liaison through issue resolution, ensuring timely follow-up meetings until issue resolution is complete.This position will supervise client services (Helpdesk) in a primary role. Duties include reviewing the delivery and quality of support output (phone, email, or via Sales), maintaining systems, updating data, interfacing with other departments as needed, and any other duties required to deliver quality and best-in-class responses to client inquiries or issues.ESSENTIAL FUNCTIONS AND BASIC DUTIESResponsible for service supportSupervise Helpdesk issue resolution quality to maintain best-in-class service deliveryManage on-boarding of clients including set-up, as requested by Senior Support Team MembersMaintain all department policies and procedures and update as neededWork with Client Account Administration/Management on assigned requests and dutiesAssist in Pilot managementWork with Sales Teams in the US as needed for demos or other related requestsPrepare product training documents or demos when requiredProvide Director of Operations with Weekly Reports and MatricesEXPERIENCE REQUIRED:Five or more years in Helpdesk supportExperience in supporting clients in a SaaS environmentTechnically adept and able to understand customization of softwareSKILLS/ABILITIES:Solid oral and written communication abilities.Proficient use of Microsoft Office, Excel, Windows, and additional related software applications.Ability to clearly articulate to clients accurate and concise explanations to their inquiries.The highest level of integrity, strives for excellence, shows passion for above-average accomplishment, able to capably communicate a call to action and motivate others to excellence while demonstrating a continual sense of urgency.Job Type: Full-timeSalary: $30,000.00 - $35,000.00 per monthBenefits:Employee discountCompany parkingFree parkingReferral programWork Schedule:8-hour shiftWork Location: On-site#J-18808-Ljbffr