Client Support Representative

Summary/Objective

The position of Client Support Representative is integral to facilitating the effective utilization of our products by partners and clients. This role encompasses reactive support, necessitating skills in de-escalation, research, and rapport-building with partners and clients. Emphasizing the paramount importance of adaptability, problem-solving, and communication skills, the employee will assist clients in troubleshooting technical issues, navigating our products, and extracting optimal value from our offerings.

The role further involves meticulous documentation, systematic feedback collection, and a commitment to continuous improvement to refine our processes and services. The overarching objective is to deliver exceptional customer service, aiding clients in achieving success in their hiring processes through comprehensive assistance, feature elucidation, and clarification of standard or premium package benefits.

Core Job Duties

Customer Service & Support:

• Provide customer service and technical support to both clients and applicants through incoming calls, emails, and
• Act as the first line of contact to resolve client issues while keeping the manager informed throughout the entire
• Perform warm hand-offs to Client Success/RPO SAMs/other
• Build strong customer
• Troubleshoot and resolve technical issues reported by users or discovered during testing and
• Submit bugs to Tier 2 support for processing and testing,
• Write detailed notes in CRM and other systems as
• Schedule appointments on
• Generate
• Handle confidential information with
• Assist with project management
• Adhere to company and departmental
• Other duties as

Job Complexity

Acquires job skills and learns company policies and procedures to complete routine tasks. General knowledge of core elements or concepts within their role.

Supervision

Normally receives detailed instructions on all work. Works under close supervision.

Experience

• No previous experience
• 2-3 years of Customer Support Experience preferred
• For ProScreening, 5+ years of support experience with Background check knowledge preferred

Scope

NA

Discretion

NA

Minimum Qualifications

• High school diploma or equivalent
• Attention to detail
• Excellent Communication Skills
• Display confidence in decision-making and the ability to explain processes or choices
• Work collaboratively in a team
• Possess logic and analytical testing skills
• Problem-solving abilities
• Demonstrate initiative
• Exhibit excellent multitasking skills and task management strategies
• Take accountability and see a project through

Preferred Qualifications

• One year of experience in customer service jobs preferred
• Experience in Microsoft Excel and Microsoft Word preferred
• For the ProScreening team, knowledge of the background screening industry or process preferred

Physical Demands

Must be able to remain in a stationary position for prolonged periods of time while maintaining concentration and accuracy in data entry. Ability to work under a moderate stress level consistently.

Travel Required

Up to 15% travel.

Work Authorization

Employee must be legally authorized to work in the United States.

FLSA Classification Non-exempt Location

Remote. Any approved US states only.

Effective Date: 01/01/2022 Internal Job Title

Client Support Representative

About ApplicantPro

ApplicantPro, a trailblazer in hiring solutions since 2007, is dedicated to transforming the recruitment experience for businesses. We provide affordable and effective hiring solutions, collaborating closely with HR software providers and integrating seamlessly with job boards. With a mindset grounded in abundance and humility, our customizable hiring solutions cater to startups and large enterprises alike. Over 18 years, we've grown into a trusted partner for 9,000 organizations, offering an HR-led ATS solution, recruitment marketing services, and full-service hiring. Committed to our values, we focus on solving problems, thinking smart, and staying empathetic, ever-expanding to meet evolving client needs while streamlining the hiring journey. For more information, visit https://applicantpro.com/.

ApplicantPro is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. ApplicantPro is a progressive and open-minded meritocracy. If you are smart and good at what you do, come as you are. Visit https://applicantpro.com/careers/ for more information regarding our incredible culture and focus on our employee experience.

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