Client Support & Software Implementation Specialist
With over 30 years of experience, Diversified Technology Corporation has become the most respected and full-service provider of specialized billing solutions for government and commercial utility companies. Our company provides fully customizable, multi-platform software with an unparalleled support network that does not exist anywhere else industry-wide. Our client experience is integral to our company’s unique position, ensuring that from first contact, our clients feel valued and are held in the highest esteem by our company. The Support Associate helps the company to grow by assisting clients on a daily basis with a variety of needs.
Job Summary – The Support Associate provides day-to-day client support and implementation of the company’s various platforms.
Detailed job duties include:
- Answering telephone calls prior to the third ring
- Client support – identifying client’s needs, clarifying issue(s), and providing a solution
- Researching and resolving client inquiries utilizing the company’s knowledge base and coworkers
- A comprehensive understanding of the company’s platforms and services
- Producing billable service quotes for clients
- Understanding all processes (Billing, Receipts, Adjustments, Penalties, Interest, Final Billing, Notice Processing, Miscellaneous Charges)
- Making basic changes to Bill Prints, Notices, Customer Letters & Client Licenses (Add/Update)
- Managing projects, ensuring that projects are delivered on time and within budget
- Meeting with clients to clarify specific requirements of each project
- Managing client relationships
- Creating and maintaining comprehensive project documentation
- Providing comprehensive project playbooks to clients as well as other team members
- Providing training to clients
- Installing applications and updates to clients’ systems
- Ensuring client support tickets are updated daily
- Performing other duties as assigned
Qualifications:
- Associate’s Degree or a High School Diploma (or equivalent) with at least two (2) years’ experience working in a computer technology business
- Excellent verbal and written communication skills
- Ability to manage multiple projects independently
- Ability to work independently and in teams
- Proficiency with Microsoft Office 365
- An understanding of computer programming is helpful, but not essential
To apply, please submit the form with your cover letter and resume attached.