Client Application Support

Skills

XML

Role

What the job involves

The main requirements, responsibilities and hiring steps.

Requirements

Proven track record working remotely and being a self-starter
Strong customer facing experience with excellent soft skills
Ability to communicate effectively in writing and verbally
Experience with supporting multiple applications
Understanding time zones and cultural sensitivities
Technical aptitude with willingness to learn
Ability to own and manage tickets from start to resolution
Familiarity with XML and ServiceNow is a plus

Nice to have

International customer service experience
Bi-lingual capabilities
Insurance experience
Familiarity with ServiceNow
Experience with XML

Day to day

Provide exceptional customer service for SaaS support
Utilize strong written communication to handle majority email correspondence
Work with international clients and navigate cultural differences successfully
Support various technical applications
Troubleshoot and solve technical issues efficiently
Coordinate with internal and external customers, including underwriters

Company

Why this team might suit you

Mission, benefits, values and useful company context.

Mission

Since our founding in 1995, we’ve placed thousands of people in consulting careers all across the world, specializing in technology roles. We actively seek talent with a clear passion for their work and an interest in working with start-ups, mid-market businesses, and Fortune 500 companies.

Benefits

Fully remote position
Competitive hourly rate
Flexible working hours once trained
Opportunity to support global clients

Values

Since our founding in 1995, we’ve placed thousands of people in consulting careers all across the world, specializing in technology roles. We actively seek talent with a clear passion for their work and an interest in working with start-ups, mid-market businesses, and Fortune 500 companies. Client Application Support (SaaS) W2 Candidates Only Please Rate: $35-40/hr. W2 with benefits Fully Remote Customer service experience for SaaS support Technical aptitude/knowledge Strong written communication skills, as the majority of our communications is done via email. Description: Client Application Support (SaaS) Notes What we’re looking for in an Ops Analyst is someone with external as well as internal customer service experience, ideally with a technical background. We lean towards the customer service background more as the technology can be more easily learned, assuming the candidate has some technical aptitude. Experience with international clients/customer service could be very beneficial, but not required. Notes: We are really looking for someone with a proven track record of working remote, self starter, search for things. And most importantly someone who has the customer-facing experience - soft skills, 99% of communication is via email, so they will need to be able to have written and verbal skills. A lot of different applications that someone will need to be able to support. Customer focus is key – clients are all over the globe, you must be sensitive to their timeframe, but the cultural gap. Most clients speak English, however sometimes emails come in, in a different language (may have to google translate in their language). They serve internal and external customers. Technical background is 2nd to customer service piece. Applications they use are technical, you are dealing with underwriters in the field that may not be technical – XML knowledge is very helpful. Ability to learn technical piece is key. Problem-solving skills are important, may have to troubleshoot issue. Curiosity to help.Can sit remotely – Working 8-4:30 CST (some flexibility once they are trained) ServiceNow, XML familiarity and/or insurance experience are a big PLUS. Seeing customer service experience on resume is a must. Working with other cultures, and time zones, is a huge plus. Bi Language is a plus. A lot of Japanese, French, and Spanish (need to translate and respond). Notes: Client communication skills (very important), written skills, and ability and personality to work with varying client types are paramount. Must be able to pivot depending on the circumstance. Manager isn't looking for Help Desk people in which they handle a large volume of tasks, or that quickly resolve things and/or escalate things. This position will own the ticket from the time it opens until it is resolved. It will bring in other groups (dev, systems, etc) when needed but still manage the ticket and client. ServiceNow is the ticketing system. Ideal would be someone working for a software company doing this exact role.

HQ

Chesterfield

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