Location: Remote/Work from home

Department: Client Support Team

Position Type: Full-time

About Us: Modus Elections Software is a dynamic and growing company specializing in SaaS (Software as a Service) election management systems. We work with election administrators, providing innovative solutions to reduce the hassles and headaches of coordinating all the moving parts required to make an election run smoothly. Join our rapidly growing team and work with us to directly impact local government and our democracy.

Job Summary: The Client Support Specialist is a crucial member of our team responsible for ensuring our clients receive the highest level of support and service. Our support team builds client relationships by addressing customer needs via email, phone, and other online interactions. This is the first point of contact for client inquiries and resolving issues. The Client Support Specialist plays a pivotal role in maintaining our company’s reputation for exceptional client support by fostering positive client relationships.

Key Responsibilities:

• Client Interaction:
  • Listen to and analyze customer questions and interpret user needs effectively.
  • Respond to client inquiries, address customer concerns, and resolve challenging issues in a timely and professional manner.
  • Build and maintain positive client relationships through effective communication and problem solving.

• Issue Resolution:
  • Investigate and resolve client concerns and issues promptly and effectively.
  • Collaborate with other departments to ensure client requests are fully addressed and resolved.
  • Document client interactions and maintain accurate records of all communications.

• Product Knowledge:
  • Maintain a deep understanding of products and services.
  • Provide product education and assistance to clients, as needed.
  • Stay updated on product development and enhancements.

• Client Feedback:
  • Collect and relay client feedback to the appropriate teams for continuous product improvement.
  • Identify opportunities to enhance the clients’ experience and suggest improvements.

• Other responsibilities may include:
  • Test updated software versions.
  • Edit/update internal documents, communications, and knowledge base.

Qualifications:

• Strong customer service skills. Maintains a friendly, helpful, courteous, and respectful attitude toward clients. Ability to empathize with clients.
• Excellent verbal and written communication. Ability to communicate support solutions and/or step-by-step instructions.
• Problem-solving and critical-thinking skills.
• Proficiency in prioritizing and managing multiple tasks.
• Ability to work well in a team environment and adapt to change.
• Computer skills. Proficiency in Microsoft Office tools.
• Previous experience in a client support role is preferred but not required.
• Disciplined and self-motivated to manage time effectively in a remote work environment.