Client Support Specialist Jobs

At Callahan & Associates, our people are at the heart of who we are. As a company, we empower credit unions to impact their members and communities. If you are looking to be part of a fast-paced, 100% employee-owned company that loves the industry we serve, encourages creativity, and rewards excellence – keep reading.

Five Reasons Why You Want To Work With Us

• You want to have a voice and employee ownership.
• You want to work on a product and deliver services that have the potential to help millions of people.
• You want to work at a company that will provide an opportunity to get you to the next level of your career.
• You want to be part of a fun and healthy work culture.
• You want to work with a team that is competent, confident, passionate, and focused on achieving big goals.

Summary/Objective

The Client Support Specialist works within Callahan to assist clients with their needs, inquiries, and issues. Their primary role is to provide support and ensure client satisfaction by addressing questions, resolving problems, offering guidance or information about the company's products or services, or connecting them with the right person within Callahan. This role is one of several responsible for making every user feel like they have a team at Callahan with one goal: their success.

Areas of Responsibility

• Issue Resolution: Investigate and troubleshoot client issues, identify the root cause of problems and find appropriate resolutions. This may involve coordinating with other teams within the organization.
• Data Integrity: Maintain the integrity of our Client Relationship Management Platform (Salesforce) and our Vendor Relationship Database
• Product Knowledge: Maintain a deep understanding of the company's products and services and stay up to date with any changes or updates
• Documentation: Maintain records of client interactions, document inquiries, issues, and resolutions for future reference via our Customer Support Platform (Helpscout)
• Customer Assistance: Interact with clients via various channels such as phone, email, live chat, or in person to understand and address their concerns, answer questions, and provide solutions.

Daily Tasks

• Provide real-time analytics software support to clients. Reconcile outstanding issues and build client understanding of data analytics and benchmarking.
• Create and follow up on tickets for Level II technical issues within Peer Suite and other Callahan software
• Communicate and provide frequent responses and updates to internal stakeholders as well as the users requiring assistance
• Maintain working knowledge of our Knowledgebase and other training materials and use that knowledge to support users
• Resolve technical support inquiries related to Level I technical issues re: product access, login, registration, password reset, browser settings
• Review database logs each morning for accuracy and inform key internal stakeholders on relevant updates
• Maintain working knowledge of all Callahan datasets and client-facing products, as well as the use-cases for why they are valuable to our clients.
• Actively work to update our Executive and Vendor Partner database

Travel

Minimal out-of-area and overnight travel is expected.

Preferred Skills and Experience

• Client support
• Proven ability to communicate effectively
• Salesforce
• HelpScout or any other customer support platform
• Technical support and troubleshooting