• Handle customer onboarding and product implementation• Coordinate monthly/quarterly briefings with clients• Create and maintain client databases• Promote and demonstrate proper use of product offerings to current and new clients• Troubleshoot customer Helpdesk tickets• Route Helpdesk to proper team for resolution• Track and maintain client contracts• Perform training sessions for clients• Create and maintain monthly newsletter• Create campaigns for clients when software upgrades/issues arise• Coordinate internal meetings between sales and tech teams for company projects and Development projects• Created usage guides for client use on products

Premier Support Specialist is responsible for managing all technical aspects of premier client relationships. The PSS will provide quarterly reviews with each premier client as well as coordinate support tickets and incidents managing each through resolution. The role will serve as the central point of contact for coordination and delivery of all CareerBuilder support services for premier clients. The role will be responsible for understanding Client software configurations in relationship to supported products. The PSS will be required to perform off hours on-call support on a rotational basis. • Handle high-level clients onboarding and product implementation on paid support tier• Exclusive point of contact for clients with top tier support• Coordinate assigned high-level clients monthly/quarterly briefings with clients• Troubleshoot Helpdesk tickets for assigned clients• Perform internal briefings with support managers to discuss assigned clients services and issues• Perform briefings with sales and clients• Promote and demonstrate proper use of product offerings to current and newly assigned clients• Create and conduct training sessions for clients• Alert clients when software upgrades/issues arise

• Partner to resolve escalated technical issues• Communicate with internal and external clients• Provide first level support by diagnosing/resolving client issues • Navigate multiple internal and external systems to provide resolution to client issues• Act as a client advocate, pushing through obstacles to get the desired outcome for the client• Escalate issues to the appropriate lead, team, or department• Create and maintain documentation for areas of responsibility• Train/mentor/coach team members• Communicate with clients in a clear precise manner both via phone and email• Contacts clients to share necessary information and ensure satisfactory resolution• Identify processes that can be improved• Produce regular management information reports

Provide support for data communications, PC systems, and softwareTroubleshoot hardware and software applicationsCommunicate with customers on issues and resolutions• Troubleshooting hardware and software applications• Communicate with internal and external customers• Communicate with customer to ensure complete resolution of issue• Providing first level support in diagnosing data communications, and PC system problems• Tracks client issues through to resolution• Log calls into ticketing system• Use of Knowledge Based Archives to help with customer resolutions• Remote-in to customer computers to resolve hardware/software issues• Escalate call to the next level of support for further diagnosis and troubleshooting as needed• Work with next level of support and external support teams to diagnose root causes of repeat customer issues• Create dispatch for CE's through use of ticketing/dispatch• Maintain awareness of customer SLA's according to customer contracts• Assigned and delegated work to team members• Responsible for new hire onboarding• Responsible for mentoring and coaching team members