Technical Client Services Representative

Lead I - Product Support

 

 

Who We Are:

Born digital, UST transforms lives through the power of technology. We walk alongside our clients and partners, embedding innovation and agility into everything they do. We help them create transformative experiences and human-centered solutions for a better world.

UST is a mission-driven group of 29,000+ practical problem solvers and creative thinkers in more than 30 countries. Our entrepreneurial teams are empowered to innovate, act nimbly, and create a lasting and sustainable impact for our clients, their customers, and the communities in which we live.

With us, you’ll create a boundless impact that transforms your career—and the lives of people across the world.

Visit us at UST.com.

 

You Are:

The Technical Client Services Representative will provide outstanding client software support and respond to routine and emergency support calls from clients and support staff.

 

The opportunity:

·       Troubleshoot product and technical issues.

·       Determine severity and scope analysis of issues, inquiries and requests.

·       Communicate effectively with clients via telephone or email.

·       Manage all client related issues into Client Relationship Management tool (CRM) – Salesforce.

·       Manage customer and user configurations.

·       Educate and empower customers to maximize utilization of products, tools and services.

·       Maintain proficient knowledge of all product and service changes.

·       Monitor system status.

·       Initiate proactive customer communications.

·       Escalate complex issues to technical and product resources with the appropriate information to resolve the customer’s inquiry.

·       Document solutions and can be reused internally and externally.

·       Use each interaction to build relationships between the customers and the Experian brand.

 

This position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required.

 

What you need:

·       Bachelor’s degree (preferred).

·       Minimum of 2 years’ experience in customer support/technical support and/or healthcare IT industry (Preferred).

·       Strong prioritization and planning skills.

·       Excellent communication skills and ability to speak clearly with technical as well as non-technical clients.

·       Emotional intelligence and empathetic propensity to read between the lines and understand what the customer is saying, and what they mean.

·       Ability to remain calm and even keeled with frustrated customer.

·       Flexibility to manage unforeseen situations outside of the agent’s control.

·       Patience to handle repetitive customer support issues.

·       Organization skills necessary to prioritize and differentiate important tasks from urgent ones.

·       Displays outstanding customer service attitude.

·       Positive disposition that allow the agent to remain upbeat for the sake of the customer’s overall impression regardless of the situation.

·       Builds relationships: engage and establish trust/credibility with key stakeholders across all levels of the customer organization.

·       Exhibits highly analytical, intensive research and reconciliation skills

 

 

Benefits

Employees receive eleven (11) paid holidays, two (2) weeks of paid vacation per year, and are eligible for health, dental, disability and life insurance.

What we believe:

We proudly embrace the values that have shaped UST since day one. We build our culture of Humility, Humanity, and Integrity. These values inspire us to nurture a people-first, human centric culture that fosters diversity, prioritizes sustainable solutions, and keeps our people and clients at the forefront of all decisions.

Humility:

We will listen, learn, be empathetic and help selflessly in our interactions with everyone.

Humanity:

Through business, we will better the lives of those less fortunate than ourselves.

Integrity:

We honor our commitments and act with responsibility in all our relationships.

An Equal Opportunity Workplace, Free of Discrimination and Harassment

At UST, we strive to provide a work environment free of discrimination and harassment. We are an equal opportunity employer and employment decisions are based on merit and business needs. Our Human Rights Policy further illustrates our stand on this. We are committed to following fair employment practices that provide equal opportunities to all employees. We do not discriminate or allow harassment on the basis of race, color, religion, disability, gender, national origin, sexual orientation, gender identity, gender expression, age, genetic information, military status, or any other legally protected status. At UST, we value diversity and believe that a diverse workplace builds a competitive advantage.

Un lugar de trabajo con igualdad de oportunidades y libre de discriminación y acoso

En UST, nos esforzamos por proporcionar un ambiente de trabajo libre de discriminación y acoso. Somos un empleador que ofrece igualdad de oportunidades y basa las decisiones de empleo en los méritos y las necesidades del negocio. Estamos comprometidos a seguir prácticas de empleo justas que brinden igualdad de oportunidades a todos los empleados. No discriminamos ni permitimos el acoso por motivos de raza, color, religión, discapacidad, género, origen nacional, orientación sexual, identidad de género, expresión de género, edad, información genética, estado militar o cualquier otro estado legalmente protegido. En UST, valoramos la diversidad y creemos que un lugar de trabajo diverso construye una ventaja competitiva.

UST reserves the right to periodically redefine your roles and responsibilities based on the requirements of the organization and/or your performance.

 

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