Client Support Specialist

At Liaison, we’ve helped higher education institutions build better, more diverse classes for three decades. You may recognize us as the company behind the Centralized Application Service (CAS), Enrollment Marketing services and platform (EMP), SlideRoom, Time2Track, TargetX (CRM) and Othot.

Everything we do is focused on taking that proven success and expanding its scope and scale. Over 31,000 programs on more than 1,000 campuses see us as a forward-thinking partner integral to meeting their total enrollment goals - and we’re building the data- and mission-driven team that will reinforce our role for decades to come.

Summary:

The Client Support Specialist is responsible for supporting our client facing product suite. This team responds to clients via phone and email, manages support cases, and works with Operations, Client Success, and Support to resolve client issues.

Responsibilities:

• Troubleshoot client issues via telephone, email or web conferencing software.
• Records customer inquiries by documenting inquiry and response in Salesforce.
• Performs new client training to large and small groups via web conferencing software.
• Documents and escalates reported issues to the Tier 2 support team and follows up with support and clients regarding resolution.
• Work in tandem with the Client Success Management team on CAS-specific issues and projects.
• Be on time and prepared for deadlines, project milestones & responsibilities, and team meetings.
• Other duties as assigned.

Position Requirements:

• Bachelor’s degree strongly preferred.
• Strong technical background and comfort level explaining technical skills to others
• Minimum of one full cycle’s experience in CAS operations (customer service, verification/PTE, or mailing/scanning)
• Strong, demonstrated understanding of CAS policies and procedures
• Strong interpersonal, written, and verbal communication skills
• Previous telephone and written support experience
• Demonstrated experience with MS Office Suite and web-based information sources
• Exceptional skills related to handling multiple priorities in a high-volume, fast-paced, multi-product environment

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