Client Support Administrator for Crisis24 | Onsite CT

Who We Are Looking For

The Client Support Administrator is responsible for delivering the best service experience (analyses, troubleshoots and finds resolutions) to Crisis24 customers. You will be responsible for the management and timely resolution of support requests that are logged and tracked via a ticket queue and/or through direct interaction with the client. This position will have tools available to troubleshoot and resolve the most common problems with the ability to escalate to other tiers for assistance.

The ideal candidate will possess strong interpersonal skills working in a collaborative environment across business units; being able to interface with both co-workers and external clients alike with utmost professionalism and possesses fluency in the English language.

An interest in worldwide events will be advantageous.

What You Will Work On

• Provides first line support to Crisis24 clients in a timely and efficient manner
• Provides information, guidance and/or navigation of Crisis24’s client facing systems and apps
• Troubleshoots issues using available tools, including Crisis24 applications and direct database access
• Resolves or escalates issues internally in accordance with approved escalation processes, to the appropriate group
• Recognizes patterns and common issues and shares them with the team to enhance the team’s progressive training and knowledge
• Documents efforts and resolutions in Crisis24’s ticketing system
• Protects client confidentiality and Personally Identifiable Information (PII), adhering to applicable information security procedures and policies
• Required to work shifts in a 24/7/365 environment with shifts allocated at the company’s discretion

Who You Will Work With

You will become a valued member of the Customer Services team within Crisis24’s Customer Success division, reporting into the Customer Service Supervisor. In supporting Crisis24’s global client base, you will be collaborating regularly with the wider company, including Global Intelligence, Account Management, Technical Operations, Implementations and Business Integration teams to name a few.

What You Will Bring  

• Computer Proficiency: Microsoft Windows 10 and Office 365 applications
• Minimum of 2 years’ experience working in a client-facing role
• Previous work or travel overseas may be an advantage
• Efficient troubleshooting and problem-solving skills. Applies critical thinking, ability to skillfully analyze and evaluate
• Excellent communication skills. Ability to convey information and instructions, both verbally and in writing; clearly, confidently, and concisely
• Attention to detail is a must
• Fluent in the English language – written and verbal
• Fluency and/or good command of French can be advantageous
• Ability to multitask, organize, and document
• Self-starter. Proactive and able to find and complete meaningful tasks in the absence of client demand and without management directive
• Ability to collaborate effectively and work as part of a team yet have effectiveness to function when on own
• Strong initiative to improve skills; has intellectual curiosity with a desire to learn and understand
• Flexible and able to adapt to change
• Displays trust, loyalty, and integrity

This position is office based. Successful candidates must be able to travel to and from the office in their own capacity, to be on shift on time.