Client Services Representative (SRC)

SRC, a leader in Geospatial Business Intelligence Solutions is growing and searching for a talented addition to its Client Services team. As a subject matter expert, the Client Services team member will take a lead role in frontline customer service, client education and product training issues for a vast array of SRC's world class software solutions.
Ultimately, this position will focus is on providing customer satisfaction through efficient problem resolution, education and continuous communication on SRC’s Web and desktop products. This will entail providing user support, general problem analysis and resolution, training, and technical assistance for customers.

Although quite technical in nature, it is important to note that this is NOT a help desk, general IT or systems support position. The perfect candidate should have hands-on experience working with or manipulating business geographic information, spatial business intelligence or marketing analytics data.

Responsibilities include, but are not limited to:
• Provide timely and complete resolution of user problems/issues with customer satisfaction being the goal
• Track and investigate customer calls through a computerized system (currently HEAT)
• Provide consultative support to users
• Demonstrate SRC’s technologies to new users
• Collaborate with management to define appropriate customer oriented metrics, track progress, and report results
• Provide onsite and offsite product training
• Develop customer training and support plans
• Compose product usage documentation
• Perform product & site testing
• Responsible for development and maintenance of a knowledge database and frequently asked questions (FAQ).
• Remain up-to-date on SRC’s solutions and products
• On occasion, create pre-sales demonstrations

• Demonstrating listening and questioning skills to uncover all aspects of problems (for complete resolution and customer satisfaction).
• Must be flexible and comfortable with constant change, and able to juggle multiple tasks.
• Excellent written and verbal communication skills
• Preferred knowledge in any of the following areas: Business Intelligence solutions, Geographic Information Systems, and Data Quality/Data Transformation solutions.
• Bachelor’s degree in business, technical degree, or equivalent training in business or sales management, plus a minimum of five years of experience in technical support
• Excellent PC Skills and common business applications (Word, Excel, PowerPoint, Access).
• Ability to travel up to 20-25%

Great compensation, DOE + excellent benefits package and growth opportunity. To learn more about our organization, visit http://www.extendthereach.com
To apply for immediate consideration, please submit resume and cover letter to jobs@extendthereach.com or contact Matt Moylan at (877) 476-2339 x 121.
*No drop-ins or third party recruiters please*