Supervisor, Client Services

December 6

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Correlated Solutions, Inc.

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Digital Image Correlation • non-contacting measurement solutions • Strain measurement • Deformation measurement

11 - 50 employees

Founded 1998

🚀 Aerospace

🔬 Science

Description

• Supervise a team of individuals in providing prompt and thorough software support to both business and technical credit union staff. • Establish and maintain strong relationships with client and vendor partners. • Collaborate with technical departments to articulate client development concepts into software specifications. • Instruct, monitor and train the team in the product support of the KeyStone application. • Supervise the day to day support activities to ensure quality of service, timeliness and accuracy of the team’s work and that client expectations are consistently met. • Advocate for service quality on behalf of our credit union partner and the Client Services team.

Requirements

• Aid in the organization, research, communication, and resolution of Help Desk tickets for clients after conversion. • Provide immediate assistance for incoming client calls, either through direct resolution or through proper escalation as client needs dictate. • Ensure prompt resolution is provided whenever possible, and prompt escalation is completed whenever required. • Maintain a solid understanding of the KeyStone product at large and an in-depth understanding and specialization on a majority of KeyStone features and functionality. • Provides training to peers on new functionality. • Reviews specification gathering of Level I, II and III specialists. • Ensure the requisite records of all client requests and resolutions are maintained through the Help Desk system. • Provide in-depth demonstrations and discussions of system functionality to clients as needed. • Assist in client preparation for system releases and changes. • Provide Level II support of ticket escalation, including afterhours escalations. • Participate in handovers from Conversion Services to Client Relations. • Able to present and demonstrate complex feature content internally as a Subject Matter Expert (SME). • Is also willing and able to present topics to clients as requested including annual client conferences. • Performs other duties as assigned.

Benefits

• Medical • Dental • Vision • Life Insurance • 401(K) Match • Discretionary profit share • Discretionary annual bonus • Wellness Programs: Yoga and Massages • Bi-Weekly engagements (coffee tastings, trivia, etc.… ) • Community Involvement • Professional Development • Growth Days • Vacation Days • Floating Holidays • Sick Days • Parental leave