Client Support Administrator

Who We Are Looking For

The Client Support Administrator is responsible for delivering the best service experience (analyzes, troubleshoots, and finds resolutions) to Crisis24 customers. You will be responsible for the management and timely resolution of support requests that are logged and tracked via a ticket queue and / or through direct interaction with the client. This position will have tools available to troubleshoot and resolve the most common problems with the ability to escalate to other tiers for assistance.

The ideal candidate will possess strong interpersonal skills working in a collaborative environment across business units; being able to interface with both co-workers and external clients alike with utmost professionalism, and possess fluency in the English language.

An interest in worldwide events will be advantageous.

What You Will Work On

• Provides first-line support to Crisis24 clients in a timely and efficient manner
• Provides information, guidance, and / or navigation of Crisis24's client-facing systems and apps
• Troubleshoots issues using available tools, including Crisis24 applications and direct database access
• Resolves or escalates issues internally by approved escalation processes to the appropriate group
• Recognizes patterns and common issues and shares them with the team to enhance the team's progressive training and knowledge
• Documents efforts and resolutions in Crisis24's ticketing system
• Protects client confidentiality and Personally Identifiable Information (PII), adhering to applicable information security procedures and policies
• Required to work shifts in a 24 / 7 / 365 environment with shifts allocated at the company's discretion

Who You Will Work With

You will become a valued member of the Customer Services team within Crisis24's Customer Success division, reporting to the Customer Service Supervisor. In supporting Crisis24's global client base, you will be collaborating regularly with the wider company, including Global Intelligence, Account Management, Technical Operations, Implementations, and the Business Integration team.

What You Will Bring

This position is office-based. Successful candidates must be able to travel to and from the office independently to ensure they are on shift on time.

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