• Client Support Specialist

    Job Locations US-FL-Orlando
    # of Openings
    1
    Category
    Customer Success
    Type
    Regular Full-Time
  • Summary

    Summary

    PlanSource is a high-growth software company headquartered in Orlando, Florida with offices in Salt Lake City, Minneapolis, Charleston, and Grand Rapids Michigan. We are currently looking for a Client Support Specialist to provide support to brokers and employers utilizing the PlanSource Platform. In this role, you will work closely with the Tier 2 and Senior Client Support Specialists to ensure that client expectations are continually met or exceeded. This position will function as part of the Client Support Services Team responsible for all help desk services.

      

    About the Client Support Specialist Position

    As a Client Support Specialist, you will provide help desk support to PlanSource Clients including:

    • Respond to client phone calls and emails regarding system-related questions
    • Utilize tools such as GoTo Meeting to assist clients with system issues
    • Engage and coordinate with other PlanSource teams and departments to ensure client issue resolution
    • Read all release notes and technical updates to stay familiar with all system functionality
    • Comply with general and Client specific Service Level Agreements (SLAs)
    • Documentation of client activity (phone calls, emails) via client relationship management tracking software
    • Facilitate client issue/inquiry resolution by working with 3rd parties and health insurance carrier contacts
    • Escalate items that are not resolved in accordance with SLA’s to Tier 2 level colleagues or Team Lead
    • Log tickets in designated system for technical support on reported issues
    • Assist other departments when work load requires, as may be directed by Management
    • Complete job-related training courses and/or seminars, as may be required for the job and/or assigned by Manager. 
    • Other duties as may be deemed necessary by Management

    About You

    As the Client Support Specialist you will bring a strong technical aptitude, a strong customer orientation and excellent problem solving skills.

     

    Additionally, you will have:

    • High School Diploma, college degree or job experience equivalency
    • 1-3 years in a related field
    • Creative and professional verbal and written communication skills
    • Must demonstrate above-average initiative, self-reliance and autonomy, with the judgment to know when to take the lead, when to involve others, and how to set priorities of the work functions assigned
    • Strong keyboarding skills
    • Familiar with Microsoft Office
    • Ability to be an effective team member
    • Must be able to work outside of normal work hours   

    What We Offer

    • Great compensation package, including a full suite of benefits.
    • The chance to work for a fast-growing, established tech company, and work side-by-side with a dynamic team of talented professionals.
    • Fast-paced environment with big goals and the opportunity make a big impact. 

     

    Top five reasons to come to PlanSource

    #5: The size is right. Join an established tech company that’s growing fast but is still small enough for you to have a big impact.

    #4: You can grow and develop professionally. PlanSource has a great track record of internal promotions within the company and within the company.

    #3: The benefits industry is on fire. Ongoing regulatory changes create an urgent and pervasive need in the marketplace for technology.

    #2: PlanSource has the right product. Show off our sophisticated cloud-based technology that has a mobile-friendly UI and meets the needs of even the most complex benefit programs.

    #1: PlanSource is the right company. Join an up-and-coming high-growth technology company that is well funded and values its employees and their families.

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