Current Openings
Joining Backstop
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:
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Act as first line of support for existing clients (handle incoming calls, email inquiries, etc)
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Document, track and monitor support requests to provide prompt, accurate solutions to all client requests and inquiries
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Identify, research and resolve technical issues and non-technical issues
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Liaise with other service providers and software vendors to address client needs
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Work with sales and development teams to develop standardized FAQ’s, user guides, etc.
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Assist in creation of release notes and updates to inform users of software changes/improvements
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Analyze client feedback, feature requests, etc. and work with the development team to get features/fixes released
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Assist in the software development process, through collaboration with various teams across the organization
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Conduct user instruction (on and off-site), including telephone and web demos
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Assist in the implementation of new customers on the Backstop software platform
Education/Experience Requirements:
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Bachelor's degree or equivalent preferred
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1+ years of client service experience
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Background in software support preferred
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Working knowledge of common operating systems
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Experience with CRM products is a plus
Requisite Skills/Qualities:
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Extremely client-focused
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Excellent oral/written communication skills
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Patience when communicating with non-technical clients
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Strong problem solving and analytical skills
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Excellent PC skills and technical aptitude
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Ability to quickly learn and understand the concepts of a web-based software program
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Must be able to multi-task and meet deadlines in a fast-paced environment
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Strong decision making skills
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Eager to work within and across teams to resolve client issues
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Must be well organized and have strong attention to detail
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Interest in finance/accounting a plus
Benefits:
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The opportunity to learn about the hedge fund industry and the software development process
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The chance to work for a growing service provider in the alternative financial industry
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Gain knowledge and experience in client service management
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The opportunity to work in a collaborative, productive and fun environment