jacapps is a growing custom software company with a specialty in mobile applications. Our work has increasingly required the development of web-based applications. We develop for a variety of platforms and work in a variety of industries from radio and podcasting to insurance, construction and healthcare. Our team is flexible and fun, and we support a healthy work/life balance. Our flexible schedule and remote work options as well as our cool convenient office makes jacapps an outstanding work environment.

Jacobs Digital LLC

Detroit, MI

Client Support Specialist

j?capps is seeking a Client Support Specialist to help clients get the most out of our products and services. The Client Support Specialist’s major responsibility is to provide technical support to our current client base.

The Client Support team connects with general users, clients, and internal teams to offer support via phone, and email. We are experts in all areas of the products we support. In addition to answering client inquiries, we also troubleshoot potential bugs, document feature requests, and collaborate with one another on special projects. Doing what is in the best interest of the client, we’re constantly learning and improving our approach to ensure high client satisfaction.

This position is critical to our success as a Client Support team, as they are the “face” of the company. In addition to technical problem resolution, the incumbent is responsible for developing client relationships and building client loyalty. The ideal candidate will be pleasant, engaging, able to think on their feet, and love servicing our clients.

Work hours are 8:00 AM to 5:00 PM

Responsibilities

  • Work with Production Team to manage the flow of communication and inquiries from our client base.
  • Act as first point-of-contact for clients. Handle in-bound inquiries, both via telephone and email.
  • Identify, triage, and diagnose user problems, escalate to appropriate teams when appropriate.
  • Work with Sales, and Business Administration departments as needed.
  • Complete initial testing of new app or website features before delivered for client review.
  • May include occasional after-hours support.
  • Maintains a working knowledge of all products.
  • Aggressive problem diagnosis and creative problem-solving skills.
  • Strong organization skills, ability to multitask within the constraints of timelines.
  • Superb communication skills, able to communicate in a professional and concise manner both verbally and in written form.
  • Manages service requests, prioritizes, and routes client requests to other internal and external resources.
  • Create and publish support content for product functionality, troubleshooting, and best practices that is accurate, high quality, engaging, and easy to understand.
  • Ability to learn internal software systems including (but not limited to) content management system, databases, and project management software.
  • Ability to leverage knowledge to make changes to apps using content management systems.

Experience and Skills

  • Bachelor’s degree in related field or equivalent experience.
  • 2 years’ experience in customer service or related field preferred.
  • Motivation and passion for delivering exceptional service.
  • Strong interpersonal skills with a demonstrated ability to work in a collaborative team environment.
  • Detail-oriented with excellent analytical and problem-solving skills.
  • Demonstrated technical/web literacy.
  • High level of learning agility with ability to learn and comprehend complex product functionality and new concepts.
  • Strong organizational skills with an ability to work well under deadlines and shifting priorities.
  • Strong project and time management skills with a demonstrated ability to work independently.
  • Superb communication skills, able to communicate in a professional and concise manner both verbally and in written form.
  • Flexible, highly accountable, and effective under pressure in a fast-paced environment.

Key Competencies:

  • User and Client Knowledge
  • Creative problem solving
  • Email Etiquette
  • Engagement
  • Defect Tracking
  • Active Listening
  • Communication Effectiveness, proficient oral and written communication skills
  • Enthusiasm for optimization
  • Acute attention to detail