Customer Support

• Provide daily customer support for OmegaRecruit and ICS
• Troubleshoot and resolve software-related issues, escalating when needed.
• Educate users on platform functionality and best practices.
• Maintain accurate and detailed documentation of customer interactions.
• Ensure data accuracy and maintain strict confidentiality, as the role involves handling sensitive personal and organizational information.
• Manage customer contract renewals, including tracking expiration dates, initiating renewal discussions, and coordinating any necessary updates or changes to agreements.
• Create and manage recruitment-related events within the platform in collaboration with customers, ensuring all event details align with their recruitment timeline and strategy.
• Manage and support customer disbursements as needed.
• Collaborate with internal teams (development, product, client operations, software support) to resolve user issues and share product feedback.
• Collaborate with customer and internal teams (development, product, client operations, software support) if customer request system configuration changes.
• Serve as a back-up team member for our Software Support and Client Operations departments, assisting with overflow or coverage needs outside of peak recruitment season.
• Participate in a rotating on-call schedule to provide 24-hour support coverage during peak recruitment periods.
• Respond quickly to urgent issues to minimize disruption for users during live recruitment events.
• Work closely with customers, leadership, advisors, and staff to ensure successful execution of recruitment activities.
• Maintain professionalism and calm under pressure in high-stakes, time-sensitive situations.

Client Support Specialist – Recruitment

Customer Service Advocate

Family Support Specialist

Bilingual Family Support Specialist – Spanish