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Client Support Specialist

Evoco is a global provider of software solutions to retailers, restaurants and other multi-location businesses to help them manage their real estate lifecycle. Evoco’s cloud-based software is designed to easily integrate with other key enterprise systems to streamline and automate real estate business processes, including bidding, change order management, invoicing and inspections.

We are currently seeking a Client Support Specialist to join our dynamic team.

Position Description

  • Reports to the Client Support Team Lead.
  • The Client Support Specialist works directly with our clients to provide them with trusted, knowledgeable support in the use of Evoco products, solutions and services.
  • The Client Support Specialist understands our clients’ business and adjusts the support they provide accordingly.
  • They also work with our Sales, Services and Development teams to enhance our clients’ experience.

Position Responsibilities and Objectives

  • Provide exceptional client support and answer questions in a professional manner.
  • Respond to client phone calls/email/chat to resolve technical issues in a timely fashion and in line with our service level commitments.
  • Work with clients to troubleshoot and resolve technical and access issues.
  • Contribute to user training and make recommendations for additional training, documentation, and product enhancements to improve user experience and reduce call volume.
  • Escalate technical problems that can’t be resolved by typical means.
  • Develop a deep knowledge of client business rules and Evoco applications in order to answer client questions effectively (right answer) and efficiently (in a timely fashion).
  • Build and maintain solid relationships with our clients.
  • Document client issues and resolutions in the Case Management system.
  • Complete special tasks in support of Sales/Services
  • Be available for shifts that may begin as early as 7:00 am and end as late as 6:00pm.
  • Be available after-hours for rotating coverage.
  • Collaborate and cross-train with team members

Position Skills Required

  • Excellent communication skills (oral and written).
  • Client-focused, organized and good time management skills with the ability to prioritize.
  • Skilled at troubleshooting basic computer/software issues.
  • Team player and dependable for the rest of the Client Support team.        
  • Proficient in Word, Excel and the use of Internet Explorer.

Additional skills (not necessarily required)

  • Understanding of the construction build process, its stages and terminology.
  • Knowledge of other Web-based computer solutions    
  • Bilingual – written and oral – English/Spanish or English/Mandarin        
  • Knowledge of programming languages or database queries, specifically SQL and HTML would be an asset

 

If you meet the criteria above, apply today by submitting a cover letter and resume to jobs@evoco.com, with the job title in the subject line.  All applications will be reviewed, but only those applicants selected for an interview will be contacted. We thank all applicants for their interest in Evoco Inc.