Client Support Specialist

At Liaison, weve helped higher education institutions build better, more diverse classes for three decades. You may recognize us as the company behind the Centralized Application Service (CAS), Enrollment Marketing services and platform (EMP), SlideRoom, Time2Track, TargetX (CRM) and Othot.

Everything we do is focused on taking that proven success and expanding its scope and scale. Over 31,000 programs on more than 1,000 campuses see us as a forward-thinking partner integral to meeting their total enrollment goals and were building the data- and mission-driven team that will reinforce our role for decades to come.

The Client Support Specialist serves as front-line support for new and existing clients by providing first-class customer service and assists in managing the user community.

This role requires the ability to troubleshoot and solve technical issues while delivering excellent service promptly through strong problem-solving and communication skills.

Responsibilities :

• Provide top-level support by making every customer interaction stand out for its friendliness, warmth and helpfulness.
• Communicate clearly and directly to help center cases via phone, email, messaging platforms, and our online client support user community.
• Resolve problems efficiently and effectively by clarifying issues, researching and exploring possible causes, and providing solutions as appropriate.
• Recognize and promptly escalate cases beyond front-line scope to Tier 2 Client Service Engineers.
• Enhance current support offerings by challenging ideas and developing collaborative, client-focused support services.
• Identify gaps in end-user documentation.
• Serve as a trusted advisor for clients by understanding their goals, suggesting product enhancements to better meet their needs, and managing expectations and relationships.

Position Requirements :

• Bachelors degree from an accredited college or university.
• 3-5 years of related work experience in technical support or higher education.
• Ability to analyze problems, identify root causes, and implement effective solutions in a timely manner.
• Ability to work well in a team and collaborate effectively with colleagues to resolve complex issues.
• Ability to take initiative and act independently to resolve problems and learn new technologies.
• Demonstrate dedication to providing exceptional customer service and ensuring client satisfaction.
• Excellent verbal and written communication skills to effectively assist clients and document interactions.
• Empathetic approach towards understanding and addressing clients' needs and concerns.
• Ability to listen generously and maintain a positive attitude toward supporting new and existing clients.
• Strong organizational and time-management skills to prioritize tasks and meet service level agreements, and efficiently and effectively manage a large volume of work activities.
• Willingness to continuously learn and stay up to date on product knowledge, industry trends, and support best practices
• Obtained, or willingness to obtain, one or more
• Understanding of higher education
• Ability to travel 10% of the time

The base salary range for this role is listed below. Exact compensation may vary based on skills, experience, and location.

Pay Transparency

$45,000 $75,000 USD

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