Technical Client Services Specialist

THE CSS WILL BE THE MAIN ORGANIZATIONAL CONTACT FOR DESIGNATED CLIENTS REGARDING INSIDER PLATFORM.

The successful candidate must enjoy interacting with clients and would be expected to run point on client issues and liaise cross functionally to track resolution. A typical client engagement would start with onboarding a client (ie setting them up in the system), and ensuring they understand what is required to integrate into the Insider platform through training, documentation and ongoing support. The CSS would also pass product feedback back to product teams.

The platform is currently available in two flavors: software as a service or content as a service . The CSS would have to develop expertise in using the platform and create standard operating procedures, and develop good working relationships across product, sales, development and commercial teams.

Responsibilities and accountabilities:
Onboard and train new clients
Address client questions and concerns
Communicate new release and features to clients
Coordinate client testing for new releases
Develop standard operations procedures
Track and report client issue resolution
Work with development to prioritize and resolve system deficiencies
Assist on prospect calls, providing demos and technical support
Work with product team on developing support documentation
Work with product teams in shaping product vision
This position will be based in New York City.

QUALIFICATIONS
Bachelor's degree
3+ years of experience in technical customer service roles
Technical aptitude, including basic understanding of API required
Must have an understanding of basic development and coding concepts. Does not require any coding experience
Strong attention to detail, while managing multiple concurrent projects
Excellent time management, organization, and planning skills are essential
Ability to think strategically and embrace change
Excellent verbal, written and interpersonal communication
Demonstrated ability to articulate complex technical terms or processes into business language
Ability to set priorities, influence others, and manage customer expectations
Ability to work independently in a faced-paced environment
Experience with multimedia/video a plus
Experience with HTML a plus

ACTUAL TITLE:
Client Services Specialist Looking for candidates with technical aptitude. Candidates will need to be able to able to hold knowledgeable conversations with the development teams. Candidate will interact with Product Managers, development teams, and sales teams. Some interaction with global team members.

Top skills -
1. Technical services experience
2. Understanding of API
3. Understanding of what questions to ask to solve a problem. Candidate will need superior communication skills and basic understanding of development and coding concepts.