• Client Support Specialist

    Job Locations US-PA-Malvern
    Job ID
    2019-1793
    # of Openings
    1
    Category
    Client Success
    Experience Level
    Intermediate
  • Overview

    Frontline Education is the leading provider of school administration software, empowering strategic K-12 leaders with the right tools, data and insights to proactively manage human capital, business operations and special education. Educational organizations representing over 80,000 schools and millions of educators, administrators and support personnel have partnered with Frontline Education in their efforts to develop the next generation of learners. Frontline is dedicated to driving engagement across K-12 school systems and supporting the continuous improvement of employee effectiveness and efficiency with solutions for proactive recruiting and hiring, absence and time, professional growth, student information systems, special education and interventions, payroll, benefits and financial management.

    Responsibilities

    Primary Responsibilities:  

    • Be a Frontline Culture Carrier, embodying the company's core values internally and externally
    • Client focus: 100% of role engaged in client-facing work
    • Tier 1 Support
      • Create phenomenal client experiences to ensure retention by addressing questions via chat, phone and email, providing answers quickly and clearly
      • Complete expected individual support volume based on team standards
      • Properly tag alltickets, including the proper sub-categories
      • Thoroughly document phone call and other ticket comments in internal notes on tickets
      • Properly escalate tickets as needed Tier 2 Support due to client sentiment or issue complexity
      • Follow up on negative ratings
    • Knowledge Base:
      • Include knowledge base content on each ticket as appropriate
      • Communicate identified gaps in knowledge base content
    • Meet regularly with manager to receive performance feedback
    • Expectation of exemplary attendance and punctuality
    • Adapt well to change and demonstrate stability under pressure
    • Operate with a goal to increase efficiency through automation or support deflection in alignment with company goals
    • Special projects as assigned by CS leadership

     

    Key Performance Metrics: 

    • Total Ticket Volume Solved
    • Consistently achieve a CSAT at or above team goal 
    • Time to First Response
    • 1-touch Resolution
    • Wait times / Service Level Agreements
    • Response Time to Escalation
    • Time to Full Resolution

    Qualifications

    Requirements:

    •  You have earned a Bachelor’s Degree or higher
    • Experience supporting payroll or HR software
    • You have 2-4 years of experience in training or service related experience desired, ideally during a company’s growth mode.
    • Organizational skills are in your top strengths.
    • Must process information quickly, and possess excellent problem-solving skills.
    • Must perform quality work in a high-pressure environment, with keen attention to detail and deadlines.
    • Ability to interface with individuals at all levels within an organization in a professional manner, and strive to maintain constructive working relationships.
    • Ability to effectively prioritize and execute tasks.
    • Good working knowledge of Microsoft Office software suite, and an aptitude to learn new software packages.

    We offer a competitive compensation package including a base salary, bonus plan and stellar benefits.  Our company growth has created a promising environment for career advancement and rewarding challenges.

     

    Are you ready to make a true impact by joining a world class team that directly influences the education industry?  Then let’s talk!

     

    Frontline Education is proud to be a drug free workplace and an equal opportunity employer.

     

    At Frontline, we are unique individuals, but we all hold to a set of guiding core values. Ultimately, many of them can be summed up in being trustworthy. We build relationships through open communication, which includes honesty, vulnerability, valuing team input and practicing personal and corporate humility. We lead by serving the best interests of those around us before ourselves (we call this “servant leadership”). At Frontline, we hire the right people and invest in those people through mentoring and professional development. While we work hard, we strive for harmony between work and family.  Our values consistently impact those around us, whether it is by providing outstanding customer service or treating those outside the company with respect.

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