Client Support Specialist

Client Support Specialist

11 Sep 2024
Arizona, Phoenix, 85001 Phoenix USA

Client Support Specialist

Location: US Based Applicants onlyTime Zones: GMT, PT, CSTThe Client Support Specialist is responsible for providing first-class customer service to our clients via phone, email, and other channels. This role requires the ability to troubleshoot and solve technical issues while delivering excellent service in a timely manner. The ideal candidate has strong problem-solving and communication skills to ensure our clients’ needs are met. Supports the Director and Manager of Inventory through a variety of tasks related to organization and communication. Responsibilities include but not limited to:

Answer and direct phone calls.

Informing customers about specialized product functionalities and features.

Create and solve inventory support tickets promptly in the company CRM system.

Contribute to team effort by accomplishing related results as needed.

Problem solves SaaS Technical Support issues i.e. updating databases, and data feeds.

Work as a team providing interdepartmental communication, and communicating with other 3rd party vendors to troubleshoot issues

Ability to communicate and work together with team members within this and other departments to solve problems.

Requirements:

Excellent time management skills and ability to multitask and prioritize work

Attention to detail and problem-solving skills

Excellent written and verbal communication skills

Strong organizational and planning skills

Punctuality, attendance, and accountability in a remote environment

Rotating Saturday schedule, occasional Holiday/Weekend Coverage as requested

Employee Benefits (after a waiting period):

Medical, Dental, Vision

401K with company match

10 Paid Holidays

PTO and Vacation time off

Duties, responsibilities, and activities may change, or new ones may be assigned at any time, with or without notice.

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  • Summary Serves as a Staff Support Specialist (MSS- 1) at a Level 8 Terminal facility. Responsible for tactical, strategic, and administrative support of multiple program areas such as training, quality control, quality assurance, traffic management, airspace and procedures, plans and programs, operational automation, military operations, special and security operations, safety management system, safety reporting and other areas of specialty identified collaboratively at the local level. Responsibilities The work requires a comprehensive knowledge of the ATC field and familiarization with the many integral components of the industry which comprise the National Airspace System. Specialists must have the ability to apply this knowledge to the analysis. evaluation and development of new methods, studies, approaches, and procedures. The Staff Support Specialist must be knowledgeable of Agency wide programs, facility goals and objectives. Must be able to communicate clearly and tailor their message to the target audience. While not required, hardware/software experience is desirable. Some travel will be required. For the assigned Facility/Duty Location: 1. Performs daily functions of maintaining and or improving operational material and or resources within the assigned area(s) of specialty. 2. Communicates intra/inter facility as well as among various lines of business and industry. 3. Makes recommendations for new projects/studies taking into account available resources and the accomplishment of facility goals and objectives. 4. Applies expertise toward the completion of projects/studies and facility reports. 5. Analyzes and evaluates the effectiveness of equipment, facilities, and procedures. 6. Conducts investigations. evaluations, and briefs facility personnel. 7. Develops methods to improve customer service and the quality of support provided. 8. Collaborates freely among facilities, provides feedback and consults with other Staff Support Specialists regardless of duty location. 9. May perform duties outside of the facility commensurate with grade and experience. Depending upon facility structure, reports to an assigned MSS-2, 3 or 4, who provides administrative direction for facility assignments, in terms of broadly defined missions or functions within areas of specialties. The incumbent is responsible for planning, designing and completing work assignments independently. Results of the work are technically authoritative and are normally accepted without change. Work is evaluated in terms of results achieved and effectiveness in assigned program areas. Requirements Conditions of Employment We are not accepting applications from noncitizens. Qualifications Specialized Experience: 1) Must have held an FAA 2152 FG-14/FV-J or above Regional or Headquarters position for at least 1 year (52 weeks); OR 2) Must have been facility rated or area certified for at least 1 year (52 weeks) in an ATS Facility. NOTE: An employee who has been facility rated or area certified for at least 1 year (52 weeks) in an ATS facility that is upgraded is considered to meet qualification requirements of the upgraded position; OR 3) Must have held an MSS position for at least 1 year (52 weeks) in an ATS facility. QUALIFICATIONS MUST BE MET BY THE CLOSING DATE OF THIS ANNOUNCEMENT. Education Education may not be substituted for experience. Additional Information We may use this vacancy to fill other similar vacant positions. Position may be subject to a background investigation. A one-year probationary period may be required. The U.S. Department of Transportation strives to ensure that equity, transparency, accountability, collaboration, and communication permeate all that we do for the betterment of the Department, the traveling public, and our nation. As such, DOT values a highly diverse workforce of persons who promote a culture of belonging by respecting the personal dignity and worth of each individual and fostering a positive environment where all feel safe and welcome. If these commitments coincide with your personal ideals and professional aspirations, please consider joining the DOT family. Interviews: If the Agency decides to interview any qualified employee on the selection list, then all on the list who are qualified must be interviewed. Security Requirements: Moderate Risk (5): This position requires completion and favorable adjudication prior to appointment unless a waiver is obtained. Subject to a 5-year period reinvestigation. Early Retirement Coverage: This position MAY be covered under P.L. 108-176 for early retirement purposes. Medical Requirement: If the selectee is eligible to maintain Currency, a current Medical is required. Drug and Alcohol Testing Requirement: If the selectee chooses to remain operationally current. This position will be covered by the Department of Transportation\'s Drug and Alcohol Testing Program. Any applicant tentatively selected for this position will be subject to pre-employment or pre-appointment drug screening. Persons occupying a \"testing designated position (TDP)\" will be subject to random drug and/or alcohol testing. This assignment is temporary not to exceed one (1) year. It may be extended, terminated at any time or made permanent without further competition. At the conclusion of the temporary assignment, the selectee will be returned to his/her prior permanent position and salary. This is not a bargaining unit position. Links to Important Information: Locality Pay, COLA

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