Client Support Specialist
| Company: Salary: Location: |
MindFireInc Based on Experience Irvine, CA 92606 |
Status: Relevant Work Experience: Education Level: |
Full Time, Employee 5 years Bachelor's Degree |
Description
MindFireInc has rapidly evolved from a startup founded in 1999 to a company with more than 350 Clients worldwide. MindFireInc is the leading provider of Personalized URL and Personalized Landing Page technology to the graphic arts and marketing communication industries. Our flagship product, LookWho’sClicking®, offers unprecedented ease of use, allowing non-technical users to deploy cross-media campaigns while also allowing “under the hood” access for developers.
Top talent across the world joins MindFireInc for its “change the world” mentality; the opportunity to excel in a performance-driven, fast-paced, and competitive atmosphere; the chance to be surrounded by peers and leaders that inspire, motivate, and innovate; and a corporate philosophy that incorporates community involvement into its fabric.
Job Description
As a member of the MindFire Client Services team, you will be responsible for ensuring the success of our clients by effectively responding to clients’ e-mails and phone calls, troubleshooting problems they may have, and documenting feature requests. In addition, you will perform training for new Clients and aid Clients in deploying marketing campaigns.
The candidate is expected to be independent, self-motivated, proactive, results-oriented, and able to define and provide a high level of client satisfaction through the delivery of world-class support services. Understanding the sense of urgency in delivering an accurate response will make you a successful addition to our already exceptional team.
Responsibilities
- Respond to client requests during support hours via phone or email as required.
- Answer product related questions and suggest appropriate workarounds.
- Resolve client service issues and skillfully manage complex client service problems.
- Perform root-cause analysis by verifying technical facts and developing logical conclusions.
- Manage clients' expectations and experience in a way that results in high client satisfaction.
- Develop and maintain technical expertise in assigned areas of product functionality and utilize that expertise effectively to help clients.
- Research, document, and escalate cases according to procedure.
- Actively participate in job-related training.
- Assist with the design and delivery of product and other technical training.
- Define and describe technical and marketing best practices.
- Identify product and services up-sell opportunities and describe MindFire solutions to clients in a way that is articulate, accurate, and persuasive.
- Develop high-quality Solutions as assigned.
The candidate must have:
- 2-3 years demonstrated experience in hand-coding CSS, HTML, and Javascript.
- Minimum of 2 years experience servicing and supporting clients.
- Superb troubleshooting and problem-solving skills.
- Excellent communication skills.
- Ability to teach others.
- Ability to acquire and apply new technical knowledge quickly.
- Experience providing account management and customer service.
- Ability to manage stressful customer situations successfully; excellent judgment with managing customer expectations.
- Clear understanding of sales objectives and sensitivity to sales priorities.
- Knowledge of Internet Browsers (Internet Explorer, Firefox, Netscape, etc.)
- An enthusiastic, positive-minded, service-oriented mindset.
- Proficiency with Microsoft Office.
- Ability to work independently as well as in a group.
- Self-starter, proactive “go-getter” a MUST!
- Excellent time management and multi-tasking abilities.
The ideal candidate will have:
- Knowledge of direct marketing, particularly direct mail.
- B.A./B.S. degree or equivalent work experience.
- Experience with CRM and/or On-Demand application model preferred.
- Experience providing training services, especially experience conducting remote training sessions.
- 2-3 years of Project Management, coordinating clients and internal resources.
- 2-3 years image creation and editing experience
- Production or account management experience at or for any agency, direct mail company, or print service provider.
