Careers at Backstop

Software Support/Client Services Representative

Interested in joining an integral team to a growing software firm? Backstop Solutions is hiring for a Support Specialist role on our Client Services team. A Support Specialist provides first level client support for our suite of applications. Beyond that, the Support Specialist role opens doors to other roles within the organization for the representative.

Responsibilities:

Act as first line of support for existing clients (handle incoming calls, email inquiries, etc)
Document, track and monitor support requests to provide prompt, accurate solutions to all client requests and inquiries
Identify, research and resolve technical issues and non-technical issues
Liaise with other service providers and software vendors to address client needs
Work with sales and development teams to develop standardized FAQ’s, user guides, etc.
Assist in creation of release notes and updates to inform users of software changes/improvements
Analyze client feedback, feature requests, etc. and work with the development team to get features/fixes released
Assist in the software development process, through collaboration with various teams across the organization
Conduct user instruction (on and off-site), including telephone and web demos
Assist in the implementation of new customers on the Backstop software platform

Education/Experience Requirements:

Bachelor's degree or equivalent preferred
1+ years of client service experience
Background in software support preferred
Working knowledge of common operating systems
Experience with CRM products is a plus

Requisite Skills/Qualities:

Extremely client-focused
Excellent oral/written communication skills
Patience when communicating with non-technical clients
Strong problem solving and analytical skills
Excellent PC skills and technical aptitude
Ability to quickly learn and understand the concepts of a web-based software program
Must be able to multi-task and meet deadlines in a fast-paced environment
Strong decision making skills
Eager to work within and across teams to resolve client issues
Must be well organized and have strong attention to detail
Interest in finance/accounting a plus

Benefits:

The opportunity to learn about the hedge fund industry and the software development process
The chance to work for a growing service provider in the alternative financial industry
Gain knowledge and experience in client service management
The opportunity to work in a collaborative, productive and fun environment

Current Openings

Joining Backstop

Careers at Backstop

Software Support/Client Services Representative

Responsibilities:

Act as first line of support for existing clients (handle incoming calls, email inquiries, etc)

Document, track and monitor support requests to provide prompt, accurate solutions to all client requests and inquiries

Identify, research and resolve technical issues and non-technical issues

Liaise with other service providers and software vendors to address client needs

Work with sales and development teams to develop standardized FAQ’s, user guides, etc.

Assist in creation of release notes and updates to inform users of software changes/improvements

Analyze client feedback, feature requests, etc. and work with the development team to get features/fixes released

Assist in the software development process, through collaboration with various teams across the organization

Conduct user instruction (on and off-site), including telephone and web demos

Assist in the implementation of new customers on the Backstop software platform

Education/Experience Requirements:

Bachelor's degree or equivalent preferred

1+ years of client service experience

Background in software support preferred

Working knowledge of common operating systems

Experience with CRM products is a plus

Requisite Skills/Qualities:

Extremely client-focused

Excellent oral/written communication skills

Patience when communicating with non-technical clients

Strong problem solving and analytical skills

Excellent PC skills and technical aptitude

Ability to quickly learn and understand the concepts of a web-based software program

Must be able to multi-task and meet deadlines in a fast-paced environment

Strong decision making skills

Eager to work within and across teams to resolve client issues

Must be well organized and have strong attention to detail

Interest in finance/accounting a plus

Benefits:

The opportunity to learn about the hedge fund industry and the software development process

The chance to work for a growing service provider in the alternative financial industry

Gain knowledge and experience in client service management

The opportunity to work in a collaborative, productive and fun environment

Apply