JOB OPENING

Customer Support Specialist

Cityspan is seeking articulate, detail-oriented problem solvers with a desire to contribute to a unique client experience. The customer support specialist is a critical part of our mission to deliver professional and friendly support to all our clients. Specialists may communicate with clients via phone or email to trouble-shoot reported incidents or answer questions about the software functionality and its application. Specialists will utilize a variety of software tools to manage client accounts, research and review policies, and communicate effective solutions.

Responsibilities

  • Serve as a customer-facing representative for Cityspan's software solutions
  • Build and maintain solid customer relationships by providing superior customer support via email and telephone
  • Monitor, evaluate, and respond to customer inquiries and support requests both autonomously and in a team environment
  • Help clients solve complex problems with ease by taking a systematic approach to problem-solving and researching solutions to solve issues that comes your way
  • Attempt to resolve cases on the first contact utilizing available resources, including reference guides, documentation of past inquiries, and direct access of client systems
  • Gather necessary information to advance the case to higher-skilled support personnel when necessary
  • Accurately capture inquiry details and document processes in a way that is clear, concise and actionable by other internal resources
  • Achieve proficiency with Cityspan software functionality, stay informed on product changes and rapidly learn information about product functionality changes
  • Work collaboratively to build and maintain productive working relationships with Customer Support team members and across other departments to make sure customer needs are met and inquiries are resolved

Required Knowledge, Skills and Abilities

The ideal candidate has the following skills:

  • A love for working in a fast-paced, ever-changing environment
  • Interest in cloud-based solutions supporting the public and nonprofit sectors
  • Passion for customer service and relationship building
  • Ability to rapidly learn new concepts and ideas and a desire to continually learn
  • Ability to work collaboratively within a team as well as independently
  • Analytical skills and keen attention to detail

In addition to these required skills, we’re are looking for candidates with exemplary communication and problem-solving skills, for example:

Communication Skills

  • Ability to use questioning and listening skills to clearly understand and respond appropriately to the issues that clients present
  • Ability to communicate ideas and solutions to clients (technical and non-technical) in a simple and friendly way
  • Ability to craft clear and concise emails
  • Ability to remain patient and empathetic while applying conflict resolution strategies

Problem-Solving Skills

  • An analytical approach to navigating, investigating, and understanding how products work
  • Ability to ask critical, insightful questions and probe for information identifying key issues to facilitate problem-solving
  • Ability to anticipate obstacles or problems and take timely steps to minimize impact on intended results

Education and Experience

  • Associate or Bachelor’s degree or previous technical troubleshooting experience preferred
  • Experience working with Software as a Service is preferred, not required
  • Experience working in the public or nonprofit sector preferred, not required
  • Good understanding and experience using MS Office Suite

Compensation and Perks

  • Competitive pay and benefits
  • Located one block from UC Berkeley and downtown Berkeley BART
  • Learning environment and innovative culture

How to Apply

  • Please send a résumé and cover letter to clientsuccessjobs@cityspan.com.
  • Please indicate "Customer Support Specialist" in the subject line.

Cityspan is the leading cloud-based provider of data management systems for tracking social service programs, funding, and outcomes.

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