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Client Support Specialist

| Chicago

Position Title: Client Support Specialist      

Reports To: Client Success Team Manager    

Full or Part-Time (Hours): Full-time – Monday through Friday Start and end time will be scheduled for early and late shifts to accommodate clients in U.S. time zones. 

Position Summary: 

The Client Support Specialist is responsible for providing administrative support for our clients through a variety of activities that range from account setup to billing and documentation.   The Client Support Specialist will also manage client website development activities, working closely with the client success team managers.  All responsibilities are to be performed in accordance with Smokeball core values, standards, policies, and procedures.  

Essential Functions: 

  • Manages client onboarding activities including account setups and contact imports.
  • Manages client billing administration activities.
  • Handles basic client automation requests, including initial letter setup.
  • Manages client team administrative projects.
  • Builds client websites using Weebly templates.
  • In a timely manner, respond to client administrative issues via phone or electronically with a sense of urgency and professionalism.
  • Document all activities via the appropriate methods to include but not limited to a ticketing system and Salesforce.  
  • Ensure that all client records are accurate while maintaining client confidentiality at all times.  
  • Contribute to team goals by supporting strategic initiatives and improving client satisfaction ratings. 
  • Provides recommendations for improvements, to management, as requested. 

 Knowledge, Skills, and Expertise: 

  • 1 -2 years of administrative, office management or billing support experience
  • Excellent written and verbal communication skills. 
  • General knowledge of and interest in web design and development.
  • Ability to manage multiple tasks and projects effectively. 
  • Critical thinking and organizational skills with the ability to quickly learn new software.  
  • Self-motivated with the ability to successfully execute responsibilities with minimal supervision.  
  • Demonstrated ability to work effectively within an agile and changing environment.  

 Education/Training:

  • A BS degree from an accredited college or university preferred or equivalent applicable work experience. 

 Prior Experience: 

  • 1+ years of office management/applications experience preferred.  
  • Experience working in or exposure to providing support in a “software as a service” company.  

 Competencies: 

  • Communication Proficiency
  • Technical Capacity
  • Ethical Conduct
  • Problem Solving/Analysis
  • Personal Effectiveness/Credibility
  • Time Management
  • Initiative 
  • Diversity and Inclusion

 Travel: 

  • Currently there are no travel requirements for this position. 

Software Used: 

  • Microsoft Office
  • Dropbox 
  • Zendesk
  • Slack 
  • Salesforce
  • Weebly (a plus)
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Location

We're in the heart of downtown Chicago right at Adams & Wells. Whether you're commuting on the Metra, CTA, or the JFK, we're easy to find!

What are Smokeball Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Adoption Assistance
Vacation & Time Off Benefits
Generous PTO
15-20 vacation days per year with a rollover of up to 10 days per year
Paid Volunteer Time
1 paid day off to spend volunteering at your favorite organization, or volunteering with Smokeball during one of the company volunteering events
Paid Holidays
6 company holidays per year, plus 4 floating holidays that employees can use however they'd like
Paid Sick Days
6 sick days per year with a rollover of up to 30 days per year
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Recreational Clubs
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences

Additional Perks + Benefits

Investing in our employees is of the utmost importance to us. We are constantly striving to improve on our offerings and always ask for feedback from our employees.

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