Help Desk, Client Service Support

Job Summary :

We are seeking a proactive and highly organized Helpdesk Client Service Support professional

to join our team. This individual will play a crucial role in delivering exceptional client service by

efficiently managing a variety of administrative and technical tasks. Key responsibilities include

providing support through a ticketing system, managing communications with C-suite

executives, scheduling, task management, and maintaining client files. The ideal candidate will

have strong communication skills, attention to detail, and experience in both administrative and

customer service roles.

Responsibilities :

• Client Service Support : Respond to client inquiries and manage incoming support tickets within the ticketing system, ensuring timely and effective resolution of issues.
• Task Management : Assign and prioritize tasks within the team to ensure prompt response to client needs; Update prospect task, paid advisory call, invoice confirmation, and client request / s.
• Client Communication : Serve as a point of contact for clients via phone, email, and other communication channels, maintaining professionalism in all interactions.
• C-Suite Collaboration : Participate in advisory calls with C-suite executives, scheduling calls or meetings, taking detailed notes and ensuring proper follow-up actions, and other ad hoc requests assigned by the C-Suite team.
• Email Monitoring & Management : Actively monitor and respond to client emails, ensuring prompt responses and efficient communication.
• Helpdesk Assistance : Review, respond, and / or assign Helpdesk emails (all clients - regardless if old or new)
• Canopy Client Files : Manage and maintain Canopy client files, ensuring all information is up-to-date and accessible.
• Administrative Support : Handle various administrative duties, including reporting, scheduling stakeholder (internal and external) meetings, and coordinating resources to support team operations.
• E-Signature Management : Collect e-signatures for various documents (e.g., contracts, offer letters) and ensure signed documents are distributed and stored appropriately.
• HR Documentation : Collect and file new employee / contractor documents (e.g., I-9, W-4, W-9, etc.) in a secure and organized manner.
• Contract Management : Prepare, publish, and collect e-signatures for contracts, including employment agreements, offer letters, and contractor agreements.
• Marketing Support : Record meeting notes and track marketing analytics to ensure the team has up-to-date information for effective strategy development.

Qualifications :

1. Minimum 1-3 years of administrative role or customer service experience.

2. Strong communication skills, both written and verbal.

3. Excellent organizational and task management abilities.

4. Experience with ticketing systems and client support processes.

5. Familiarity with HR processes, including employee documentation and e-signature collection.

6. Ability to manage sensitive information with discretion and confidentiality.

7. Comfortable working in a fast-paced, in-office environment.

8. Proficiency in Microsoft Office Suite and other common office software.

9. Prior experience in a helpdesk, client service, administrative, or marketing support role is preferred.

10. Strong attention to detail, especially when handling sensitive documents and contracts.