Concierge Service Specialist

at  Velosio

About the position::
As a Client Concierge Desk team member at Velosio, you will play a vital role in providing exceptional Client service and support to our clients. Your primary responsibility will be to serve as clients’ main point of contact, assisting them with their inquiries, facilitating technical issues, and providing a world class client experience. You will work closely with various internal teams to coordinate and resolve client requests and provide timely and accurate information.
Who we are::
At Velosio, we focus on what matters most - our people. We are a values-driven organization committed to delivering an outstanding employee experience to all our team members.
Velosio’s years of experience with business applications translate to a deep bench of tenured team members with competency across enterprise resource management (ERP), customer relationship management (CRM), and cloud services.
We have earned recognition from Microsoft as a top 1% performing partner worldwide and an emerging NetSuite leader. We have strategic independent software vendor (ISV) partnerships and a portfolio of solution and service offerings to accelerate what’s next for business.
Our mission is to enable clients to realize business value faster, simplify the process of deploying technology, acquire deeper data-driven insights, and explore ongoing innovation to drive business forward. We support the entire Microsoft Dynamics portfolio, Office 365 family and Azure services. Velosio is the only Microsoft Cloud Distributor that specializes in Dynamics 365 and is a prominent Microsoft Master VAR. Headquartered in Columbus, Ohio, Velosio’s 450 employees serve over 4,000 clients.
Beyond our expertise, as a Velosio team member, you can leverage the Velosio award winning culture - a network of top-notch peers, day-to-day flexibility, career development resources and the largest incentive opportunities in the industry.

Your day might look like::

• Client Support and Services: Serve as the first point of contact for clients via phone, email, or chat, providing prompt and professional assistance for inquiries, issues, and requests.
• Facilitating Troubleshooting & Guidance: Identify and facilitate client technical issues by documenting problems and escalating complex issues to the appropriate internal teams as needed.
• Product Knowledge: Develop a comprehensive understanding of Velosio’s products and services to address client inquiries and provide accurate information effectively.
• Opportunity Management: Understand clients’ business needs, objectives, and challenges to provide tailored solutions and opportunities to upsell and cross-sell additional products and services.
• CRM Hygiene: Maintain consistent formatting and data accuracy within Dynamics CE including opportunities, accounts, and contact records.
• Client Satisfaction: Ensure high levels of client satisfaction by actively listening to their needs, managing expectations, and providing personalized and timely responses.
• Ticket Management: Log and track client interactions and requests in an internal ticketing system, ensuring proper documentation, prioritization, and resolution. Assist with creation and management of Microsoft support tickets as needed.
• Collaborative Coordination: Collaborate with internal teams to coordinate client requests, gather necessary information, and facilitate issue resolution.
• Continuous Improvement: Identify opportunities to enhance the client experience and improve processes, actively sharing feedback and insights with the team to drive ongoing improvements.
• Knowledge Sharing: Contribute to the team’s knowledge base by documenting process enhancements, best practices, and frequently asked questions to enable self-service support resources for clients.
• Licensing Assistance: Provide guidance for licensing inquires related to subscription software and on-premise renewals.
• Other duties as assigned.

What you’ll bring::

• Bachelor’s Degree in a related field.
• Proven experience in a client service or technical support role, preferably in a software or technology environment.
• Strong problem-solving and troubleshooting skills with the ability to analyze and resolve client issues effectively.
• Excellent verbal and written communication skills.
• Exceptional Client service orientation with a strong focus on client satisfaction.
• Ability to multi-task and prioritize tasks in a fast-paced, deadline-driven environment.
• Familiarity with CRM systems, ticketing systems, and remote support tools is desirable.
• Willingness to learn and adapt to new technologies and software solutions.
• Highly detail oriented and well organized with the ability to meet assigned deadlines.
• Strong work ethic and ability to work in a team and independently with minimal supervision.

Some reasons you might like working with us::
Due to our proven commitment to delivering an exemplary employee experience, Velosio was awarded Best Company Culture and Best Company for Women by Comparably in 2023, 2022 and 2021, in addition to Best Company for Career Growth, Best Perks & Benefits, and Best Leadership Team by Comparably in 2022 and 2023!
Access the following link to see why 100% of current Velosio team members feel their company is invested in their career growth, 99% of current Velosio employees feel their manager cares about them as a person, and 99% of current Velosio team members look forward to interacting with their coworkers every day:
https://www.comparably.com/companies/velosio
At Velosio, YOUR WELLNESS MATTERS.

We know one size doesn’t fit all, which is why we offer a comprehensive benefits package that allows our team members to create a personalized plan best suited for their unique needs, including:

• 3 Medical Insurance options with a company contribution to HSA
• 3 Dental Insurance options including adult orthodontics
• 3 Vision Insurance options
• PTO with added time with each year of service
• Remote working environment
• 401k Match 50% of the first 6%
• StayWell Program – a cash reimbursement up to $600 a year toward Wellness
• Technology reimbursement for home office technology needs
• Quarterly Incentive Program

Please refer the Job description for details