Job Description

The Role:

The Client Solutions Specialist (CSS) is the bridge between our clients and numerous teams within the Higher Education division at Hobsons. The Client Solutions Specialist works in a team environment and serves as their main point of contact for product support needs. Clients submit questions related to business or technical usage via phone or email, and the Client Solutions Specialist works to resolve the case in a timely manner. This individual will document the progress of cases online and if-needed escalate cases based on priority/issue level. On a daily basis, the Client Solutions Specialist manages their queue of open cases, updates case status/notes, troubleshoots to resolve outstanding issues, and proactively communicates case resolution to clients and the account management team to ensure client success. Qualities needed to succeed in this role include relationship building, managing your own time, taking initiative on projects, and ability to learn quickly. Performance will be measured by client satisfaction, ability to interact with the account managers and level 2 support, and quality of work.

Essential Responsibilities:

• Provide timely, professional, and accurate responses to members who submit a question via Compass (Hobsons client community), phone or email
• Enter all correspondence and necessary information related to a case into the case management system (currently Salesforce.com)
• Troubleshoot individually and with team members to resolve a case within a timely manner
• Assist clients with troubleshooting and issue resolution and encourages clients to utilize the appropriate resources for strategy/consultation (Account Manager) and training (Training Services)
• Identify product issue trends, mass issues, and known burning product issues
• Communicate resolution times and resolutions clearly to clients in a timely fashion
• Maintain a 2 hour or less average response time for clients
• Become an expert in all products and takes advantage of opportunities for continuous learning
• Ensure high level of client satisfaction
• Follow team procedures and works with manager/director of Support Services to identify efficiencies in process to create exceptional service experience for clients
• Alert management and team members of at-risk accounts and critical product issues

Ideal Qualifications:

• Bachelors' Degree strongly preferred or at minimum, near completion of Bachelors' degree required
• 1-2 years minimum experience in customer service, client support, help desk or in a call center environment is required
• 1-2 years' experience providing exceptional levels of customer service
• 2-4 years working in a corporate environment supporting a product or Software as a Service (SaaS) a plus
• Technical proficiency with online software products preferred
• Troubleshooting and problem solving skills are required
• Demonstrated ability to remain calm in high stress situations and handle difficult clients/personalities
• Demonstrated ability to build strong relationships with cross-office team members and leadership
• Proven ability to manage multiple priorities while delivering high quality results
• Strong analytical skills, communication (both written and verbal) skills and project management skills
• Collaborate effectively with others to identify and resolve issues
• Ability to be flexible and agile when it comes to change process to enhance the client experience with the Support team

About Hobsons:

A leader in education technology, Hobsons helps more than 15 million students to identify their strengths, explore careers, match to best-fit educational opportunities, create academic plans, and reach their education and life goals. More than 13,000 K-12 and higher education institutions partner with Hobsons and leverage our expertise and our solutions -- Naviance, Intersect, and Starfish -- to improve college and career readiness, college recruiting and admissions, and higher education student success to support millions of students.

Benefits Include:

Affordable and Competitive Medical, Dental and Vision Insurance Plans 401(k) Plan with Match Flexible Paid Time-Off Education/Tuition Reimbursement Generous Holiday Schedule Flexible Work Arrangement Opportunities

HOBSONS IS AN EQUAL EMPLOYMENT OPPORTUNITY (EEO) EMPLOYER AND WELCOMES ALL QUALIFIED APPLICANTS. APPLICANTS WILL RECEIVE FAIR AND IMPARTIAL CONSIDERATION WITHOUT REGARD TO RACE, SEX, SEXUAL ORIENTATION, GENDER IDENTITY, COLOR, RELIGION, NATIONAL ORIGIN, AGE, DISABILITY, VETERAN STATUS, OR ANOTHER LEGALLY PROTECTED STATUS.