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CLIENT SUPPORT SPECIALIST

Company: Cornerstone Information Systems
Location: Bloomington
Posted on: July 14, 2019

Job Description:

Department : Support Services Reports To : Director of Application Support Position Summary As a Client Support Specialist you will be responsible for providing excellent customer service on all assigned Cornerstone Information Systems applications and solutions for a growing technology company focused on the travel industry. This includes providing technical assistance to customers upon request, courteously and promptly resolving customer questions and problems, documenting all related incident records, effectively communicating with Management and colleagues to achieve customer and Cornerstone objectives. You will be held accountable for the quality and responsiveness toward achieving high performance SLAs, managing and completion of strategic customer projects, incident management efficiency and overall customer satisfaction resolving service requests. Qualified candidates must have demonstrated skills toward systems troubleshooting (hardware & software) and the ability to learn new application solutions (software) skills. Candidates must have excellent communication and documentation skills with the ability to engage in customer problems from creation to completion. Furthermore, travel Industry technical and operations knowledge is desired along with proven aptitude and experience with travel industry-based technology. The ideal candidate will have a combination of education, training and experience that includes a minimum of three (3+) years working experience in a customer service related position, high-availability software environment, SaaS application operations, demonstrated travel industry experience or relevant service experience. An AS/BS degree or equivalent work experience is desired. Duties and Responsibilities: The responsibilities for the Client Support Specialist will include but not be limited to participation in the following areas: Professionalism in all customer relationships Telephone application support Email application support Manage information and incidents via Salesforce Application Knowledge Accuracy in resolving incidents Contribute to the application knowledge-base Contribute to colleague knowledge-base Responsible for high quality and integrity of incident resolutions Monitoring availability and performance of Cornerstone SaaS applications Responsible for customer loyalty and retention Knowledge, Skills, and Abilities: Highly motivated and able to work independently Strong work ethic with high standards of quality Attention to detail / detail oriented Ability to manage multiple support incidents concurrently Travel operations industry experience Strong written and verbal communication skills Excellent relationship skills Effective troubleshooting and decision-making skills Professional and courteous Proven interpretation, problem solving and research skills Ability to accept accountability for actions Team Player Credentials and Experience: Associates Degree (AS) and/or Bachelors Degree (BA / BS) Three (3+) years related customer service experience Equivalent combination of education and experience acceptable Compensation: Cornerstone Information Systems offers a benefits package to full-time employees including medical, dental, vacation, employee revenue sharing, and 401k. Cornerstone is an equal opportunity employer (EOE) and strongly supports diversity in the workforce. To apply send resume to Cornerstone Information Systems, Systems Department, 300 West Sixth Street, Bloomington, IN 47404 or email to *****************

Keywords: Cornerstone Information Systems, Bloomington , CLIENT SUPPORT SPECIALIST, Other , Bloomington, Indiana

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