Client Support Specialist

Job Title: Client Support Specialist

Location: 100% Remote

Time Zone: Must work EST hours

About Us:

iConnections is a community that connects the investment management industry year-round. Our software platform seamlessly connects managers and allocators for virtual meetings, giving managers the ability to subscribe and share information with allocators who can efficiently select and meet managers all on one platform. Purpose and philanthropy are embedded in the way iConnections works, with charitable initiatives and fundraising as a central pillar of the ecosystem. The scalable technology powering iConnections can be used for bespoke events by managers, allocators, and service providers. In an environment where physical events and meetings are no longer the norm, we've reimagined how the investment industry connects.

Job Description:

The Client Support Specialist is a vital member of the service team, dedicated to providing exceptional customer service and support. They serve as the first point of contact for customers, addressing inquiries and resolving issues with speed and accuracy. The specialist is committed to ensuring a positive customer experience and maintaining the company's reputation for excellence.

Responsibilities:

· Engage with clients through chat and ticketing platforms

· Manage and resolve support tickets in systems like Intercom

· Maintain and update client information in HubSpot

· Track support metrics in Excel and other tracking tools

· Provide prompt assistance through both live chat systems and during event support activities.

· Execute client satisfaction goals

Required Skills and Experience:

· Proven ability to navigate and leverage HubSpot for customer relationship management and use Intercom to optimize customer communication strategies

· Advanced Excel skills for data analysis and reporting

· Expertise in using a range of chat and ticketing systems to resolve issues and maintain high levels of client engagement

· Exceptional communication skills, be detail-oriented, and excel at multitasking.

· Proven experience being a quick learner and ability to pick up new tools and technologies efficiently

· Agility to adapt to different customer needs

· Experience analyzing data and provide insights to improve the support process will be a significant advantage

Job Type: Full-time

Pay: From $50,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• Day shift

Weekly day range:

• Monday to Friday
• Weekends as needed

Work setting:

• Remote

Experience:

• Ticketing System: 1 year (Required)
• Microsoft Excel: 1 year (Required)
• Hubspot or CRM: 1 year (Preferred)
• Professional Services: 1 year (Preferred)

Work Location: Remote