Client Solution Representative

Discover Inceptive is looking for a Client Solution Representative. In this role, you will be responsible for providing product and technical support to internal and external users by investigating issues and responding to questions, troubleshooting problems, and application performance is meeting expectations. You will work closely with internal team to ensure clients have correct and timely issue resolution and adhere to escalation processes thoroughly to support service level agreements.

Responsibilities 

• Educate our clients about all available products and services and industry trends.

• Responsible for professionally representing across all media types (i.e., through written by phone, and email communication and web material)

• Answer inbound Support emails/calls, and make outbound follow-ups.

• Manage client requests and allocated projects for successful completion.

• Assist client with application training and proper use.

• Correctly identify and investigate application issues, research answers to guide the client through corrective steps, following escalation processes conscientiously to support service level agreements.

• Build trust and reputable working relationships with clients and internal teams.

• Drive improved client satisfaction scores.

• Utilize approved monitoring resources to analyze technical issues

• Collaborate with the sales, design, procurement, and construction teams to improve workflows.

• Other duties as assigned

• Degree or equivalent preferred

• Minimum of 1-2 years customer or client service work or related experience required

• Excellent written and verbal communication skills required

• Ability to handle a high volume, complex inquiries, and high-profile client base

• Outstanding customer service and interpersonal skills

• Excellent organization and time management

• Ability to prioritize multiple tasks, meet deadlines, work effectively under stress, and take direction

• Proficient in Windows-based applications and MS Office software products

All your information will be kept confidential according to EEO guidelines.