Client Services Representative

Who we are

Matrix Pointe Software is a rapidly growing entrepreneurial Cleveland-based software company that provides cutting edge enterprise software solutions for the justice system including prosecutors, courts, law enforcement agencies, state boards, and jail systems. Our commitment to and reputation for service, innovation and delivering strategic solutions has resulted in our continuous growth. We have a truly great and supportive team and fun workplace.

Responsibilities:
Client Support

• Provide first line of support for all Client Services
• Provide telephone, email and virtual meeting support to clients including issue tracking and resolution
• Troubleshoot any data or software issues to determine if data or procedural issue exists versus software bug
• Deliver solutions by identifying problems, researching answers, and guiding users through corrective steps
• Educate clients and explain features and functionality of software applications
• Work across teams to support client interests and product development

Quality Assurance (QA)

• Thoroughly test new software applications and features; includes regression testing
• Review product documentation

Other

• Assist the Client Services Teams with assignments as needed

Who We Want on Our Team:

We seek a motivated, self-starter who possesses the following qualifications:

• Bachelor’s degree, preferably with a criminal justice or paralegal concentration
• Minimum 3 years work experience in field; legal-related experience a plus
• Commitment to exceptional customer service and relationship building; integrity and friendly personality are a must
• Outstanding organizational skills with high attention to detail and follow through
• Strong written and verbal communication skills
• Ability to work successfully on a wide variety of projects concurrently and respond to changing priorities
• Demonstrate troubleshooting, problem-solving skills and judgment
• Self-motivated with the ability to work individually with minimal supervision in a fast paced and constantly changing environment
• Must work collaboratively within the Client Support Team and across other Teams
• Enthusiastic, can-do, collaborative attitude
• Proficient computer skills including Microsoft Office tools
• Enjoys working with people and software

EEO Statement: In order toprovide equal employment and advancement opportunities to all individuals, decisions regarding hiring, promotions, and other terms of employment and termination will be made without respect to race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, age, genetic information, political affiliation, veteran or Vietnam Era Veteran Status, disability, or any other characteristic protected by law.

Job Type: Full-time

Pay: $50,000.00 - $70,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Parental leave
• Vision insurance

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person

Application Question(s):

• Are you willing to submit to a background check?

Education:

• Bachelor's (Required)

Work Location: In person