Customer Support

• Coordinate with other internal departments to resolve issues and follow through with the client until the completion
• Expected to take inquiries from systems and use basic level direction and discretion/decision-making authority as needed to resolve customer issues
• Responsible for assisting in the development of support delivery strategy and related processes, escalation procedures, and training while mentoring the Client Support Specialist I
• Provide information about products and/or services, answer questions, and resolve problems and issues
• Complete tasks or activities supporting the implementation of procedures
• Responsible for ensuring inquiries are followed up on and provided resolution
• May fill in for the supervisor for staff or customer meetings

Client Support Specialist II

Customer Experience Analyst

Director, Customer Experience

Customer Support – Book Publisher

Customer Support Associate

Customer Service Representative