Specialist Client Support
Company: Boys & Girls Club of America
Location: Remote; Ability to work a shift that covers either morning or evening hours to cover regular support hours (9:00 AM – 7:00 PM Eastern) and availability to cover urgent support calls during after-hours support (7:00 AM – 9:00 AM and 7:00 PM – 10:00 PM Eastern).
Compensation: N/A
Job Description:
Boys & Girls Clubs of America is the nation's premier youth development organization. Our programs, training and services impact nearly 4 million children and teens every year. We are always looking for qualified professionals with a passion for improving young lives, as a member of our national staff. We have strong values, embrace diversity and offer great benefits to allow our employees to maintain work/life balance.
Location – Remote USA
JOB SUMMARY
Under the direction of the Manager of Client Support, the Client Support Specialist is responsible for supporting MyClubHub customers to ensure the maximum benefit from MyClubHub. MyClubHub includes a BGCA managed package in the Salesforce environment and the Traction Rec Salesforce application. The Client Support Specialist will promote maximum value from their investment in MyClubHub, aiming for maximum adoption and utilization of features, persistent client retention, and collaboration with BGCA and Clubs to ensure successful system adoption across the network of Boys & Girls Clubs.
Responsibilities
ESSENTIAL FUNCTIONS
Client & Product Support
Respond to and resolve product or service problems.
Makes self-available for consultation to individuals/organizations
Helps the client look past surface issues to get to root causes
Offers relevant tools, information, and recommendations to cover gaps in client skills/knowledge
Offers deliverables and brings issues to closure in a timely fashion
Support development and management of online knowledge base through authoring, editing and publication of solution articles.
Manage large amounts of incoming calls and emails and document support in prescribed technology platform.
Build sustainable relationships of trust with clubs through open and interactive communication
Support communities of practice across the network of Boys & Girls Clubs to promote information and best practice sharing.
Establish a trusted advisor relationship that works to ensure Club’s overall satisfaction with MyClubHub and our support and training services.
Respond to inbound support requests with positivity and user empathy.
Help ensure the team meets responsiveness SLAs to give clients a great customer experience.
Update Help Desk articles as needed to make content match recent product releases and allow clients to find the information they need quickly.
ADDITIONAL RESPONSIBILITIES
Participate on cross-functional project teams, as required.
Perform other duties as assigned by the Client Success Director.
Demonstrate BGCA mission driven values of integrity, excellence and inclusion and integrate into work environment and ways of work.
Adhere to organizational policies and procedures as described in BGCA’s Employee Handbook, Ethics Policy and elsewhere.
Plans, Organizes, and Manages Time Effectively
Creates an Approachable Environment
Demonstrates Intelligence and Perspective
Deals Well with Ambiguity
SUPERVISION EXERCISED
No direct reports, may supervise interns or temporary employees.
Qualifications
EDUCATION & EXPERIENCE
Bachelor’s degree preferred.
Minimum of 2 years of experience in client/customer support.
Minimum of 2 year of experience in administrative support.
Salesforce Administrator Certification requirement
TECHINICAL SKILLS
Solid understanding of relational databases and data best practices
Minimum 1 year experience with Salesforce required
Experience with Traction Rec Salesforce application preferred.
Advanced proficiency in MS Office, especially Excel
ENVIRONMENTAL & WORKING CONDITIONS
Ability to work a shift that covers either morning or evening hours to cover regular support hours (9:00 AM – 7:00 PM Eastern) and availability to cover urgent support calls during after-hours support (7:00 AM – 9:00 AM and 7:00 PM – 10:00 PM Eastern).High energy level, comfortable performing multi-faceted projects in conjunction with day-to day activities, good reasoning abilities, sound judgment and the ability to work under time pressures.
Physical requirements include sight, hearing, sitting for more than four hours a day and other physical requirements required performing the essential functions in this position.
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