Job Description
The role of a Client Service Specialist is to be a key point of contact for the managers of our Aluminate and Email for Life Services. They will be responsive to client requests and queries and comfortable enough in the product to give advice on best practices and management functions. They will review, translate, and summarise client customisation requests in order to implement themselves or hand over for custom development.
A Client Service Specialist will also assist with new client deployments, platform launches, and post-launch support.
Key responsibilities and accountabilities:
- To be a supporting contact point for clients as they configure and customise their Aluminate services, launch to their members, and continue to market and promote to their front-end users
- To ensure that client requests are responded to promptly via the project management system and to update clients regarding project timelines, which includes the investigation of bugs and other technical issues, assisting with new and existing platform setups, and development work
- To summarise and confirm the specification of work requirements and to cost quotes, reflecting current costings, and update the client
- on the anticipated timelines of developer completion and implementation
- Oversee investigation of technical inquiries and be able to ‘translate’ the issue to clients
- To direct clients to training and support materials for new and existing clients and their personnel
- To correctly follow set processes for implementation, testing, and handover using various services. This includes, but is not limited to:
– The creation of detailed work tickets for new or enhanced service features, bugs, and improvements
– To be able to implement client service requests, using either back-end framework systems or the Aluminate platform’s admin Builder Tools
– To assist with the Quality Assurance (QA) testing of development work tickets - To review and update client user guides within our published Knowledge Base
- To identify continuous process improvement and streamlining opportunities
- To monitor system functionality for user experience and information clarity
Desirable Attributes
- To be open-minded and be able to explain functionality from a user’s perspective
- Have an eye for detail in regard to quality and analysing the user journey when using Aluminate for the betterment of the end-user experience
- The ability to tailor your communication style to suit different client personalities
- The ability to help support multiple new client projects as well as BAU tasks
- To be able to keep calm under pressure
- To be friendly and charismatic to clients
- Excellent IT understanding, including a minimum typing speed of 50 WPM
Interview Process:
Technical task to be completed prior to face-to-face interview.
To apply please email your CV & Cover Letter
Or email us at jobs@aluminati.net
