Enhanced Software Products, Inc. (ESP) is looking for a Client Support Representative to join our team.
At ESP, we believe in our workforce's talent and caring attitude. We have the opportunity to make millions of people’s lives easier by developing solutions for credit unions and their members, which they use on a daily basis all over the USA and the Caribbean. The support of those solutions allows us to make a positive impact on our credit unions and their members through education and guidance. We have one of the highest-rated support teams in our industry, and we accept that with great pride.
As a Client Support Representative, you will utilize problem-solving, communication, and interpersonal skills, along with patience, a client-friendly attitude, and the ability to work in a team environment. Establish and maintain strong relationships with client and vendor partners, as well as collaborate with technical departments to articulate client development concepts into software specifications. Advocate for service/support quality on behalf of our clients. This role exists to provide outstanding, best-in-class support to our credit union clients.
This is a full-time, non-exempt position located in the Spokane Valley.
Who will love this job:
- Someone who enjoys working collaboratively with internal teams to provide best-in-class service to clients.
- Someone who is detail-oriented, precise, with consistent work output, and exercises tireless patience.
- Someone who finds satisfaction in solving problems and helping others.
- Someone who is passionate about providing customer service in the banking and financial services industry.
- Someone who thrives in an office environment with no public walk-in traffic.
- Someone who can communicate solutions in a user-friendly, clear, and professional manner.
- Aid in the organization, research, communication, and resolution of Help Desk tickets for clients.
- Provide immediate assistance for incoming client calls, either through direct resolution or through proper escalation as client needs dictate.
- Maintain a solid understanding of the FORZA3™ product at large and an in-depth understanding and specialization on a majority of features and functionality.
As a Customer Support Representative, you will:
- Use a technical and analytical approach to deliver service and support to end users via remote connections.
- Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
- Research required information using available resources.
- Accurately process and document case transactions using our Help Desk software.
- Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business.
- Follow up and make scheduled callbacks to customers where necessary.
- Stay current with system information, changes, and updates.
- Participates in after-hours on-call rotation with team members.
- Performs other duties as assigned.
- You must be able to travel. You "may" visit a credit union site to better understand their interaction with our software better.
You should have:
- A high school diploma or equivalent is required; a nice to have is an Associate or higher in Finance or Communications.
- 2+ years of direct customer service in the financial services industry. This should include, but is not limited to, credit union or banking operations as a teller, loan officer, ACH processor, etc. OR 2+ years in a support call center environment.
- Ability to communicate clearly via verbal, written, or typed media through a provided telephone and computer.
- Some technical knowledge is a plus; however, a willingness to learn is necessary.
- Ability to maintain effectiveness when experiencing major changes in work tasks or work environment; adjusting effectively to work within new work structures, processes, requirements, or cultures.
- Ability to deal effectively with others in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict, working cooperatively with others to set goals, resolve problems, and make decisions that enhance effectiveness.
- High standards of self-performance; assuming responsibility and accountability for successfully completing assignments.
The software you will use:
- Microsoft Outlook, Word, Excel, PowerPoint, and Teams.
- Atlassian Jira (ticketing system) and Confluence (documentation system).
- TeamViewer for remote support on occasion.
- VOIP phone system.
Job Type: Full-time
Pay: $19.00 - $24.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- On-the-job training
- Paid time off
- Parental leave
- Referral program
- Vision insurance
Shift:
- 8 hour shift
- Day shift
- No nights
Education:
- High school or equivalent (Required)
Experience:
- Financial services: 1 year (Preferred)
Location:
- Spokane Valley, WA 99212 (Preferred)
Shift availability:
Ability to Commute:
- Spokane Valley, WA 99212 (Required)
Work Location: In person
