EXPERIENCE, SKILLS AND QUALIFICATIONS

• Completion of post-secondary degree/diploma or equivalent experience.
• Minimum of 2 years of experience in a similar client support role, supporting multiple platforms, working closely with account managers and sales teams.
• Good understanding of digital marketing and advertising.
• Intermediate level of proficiency documenting, charting and integrating information utilizing Microsoft Excel, Word, PowerPoint as well as APIs and SQL.
• Excellent data entry and computer skills.
• Ability to coordinate projects and prioritize requests according to established guidelines.
• Solid written and verbal communication skills.
• Comfortable speaking with clients on the phone and in person, as well as conducting web-based training.
• Firm client service focus.
• Keen attention to detail.
• Strong organizational skills and the ability to handle multiple priorities and time sensitive matters.

OUTLINE OF DUTIES AND RESPONSIBILITIES

Customer Relationship Management = 40%

• Work directly with and keep the Support Manager and/or Director informed on all customer/account activity, escalating issues as needed.
• Address and respond to customer questions and issues – troubleshoot and work with various internal teams such as Telecom/Client Services, Finance, Product or Operations to ensure timely resolution.
• Assist in the execution of customer projects (porting, introduction of new features/products, bulk orders/changes, etc.).
• Assist customers with basic billing/invoice inquiries. Escalate to supervisor when necessary.
• Respond to Marchex platform user inquiries regarding provisioning and reporting, user set-up and Org administration.
• Participate in weekly update meetings with team leadership to communicate account activity, project updates and outstanding issues.
• Participate in scheduled customer meetings, as needed.
• Closely monitor client usage and identify opportunities to introduce new features as needed.

Application Training and Support for Clients = 20%

• Develop and maintain customer-facing documentation.
• Create and present Marchex UI group training for customers.
• Demonstrate specific UI and product enhancements to existing customer base via web conference.

Full-Service Product Provisioning = 20%

• Perform and process full-service orders, renewals, updates to existing call tracking numbers, add call features, number moves, campaign updates, add integrations, etc.
• Create custom reports for internal or external.
• Creating process guides across different products and UIs.

Reporting = 15%

• Create feasibility assessments for custom reporting requests made by customers.
• Create, manage and deploy various monthly/weekly internal and external reports.
• Run SQL reporting for internal or external customers; for example: historical data, minute usage, DNI campaign data etc.

New Client Set Up = 5%

• Support the Account Directors and/or Director of Sales in onboarding new accounts. Responsibilities include, but not limited to, UI Org Set-up, setting up custom reports, setting up users, training users on provisioning and reporting, and responding to ongoing UI related questions from the customer.