Client Support Specialist

Job Description

Job Description

Are you a client support-focused professional with exceptional organizational and customer service skills? Do you want to join a fast-growing company with a mission to serve? We are OCV LLC . For more than 15 years, we have specialized in mobile app development for law enforcement, public safety, emergency management and public health agencies. Our custom apps for iPhone and Android devices help public safety organizations reach their citizens where they are: their smartphones. We have grown to be a leader in our field and are in search other motivated professionals to add to our dynamic team. We are currently recruiting for a Client Support Specialist to work on-site at our headquarters in Opelika, Alabama. Our Client Support Specialists are key to building upon our great relationships with our clients and our success in delivering and maintaining products that meet their needs as well as those of our community.

What We Offer:

• Competitive salary and ability to enroll in a comprehensive benefits package after 90 days.
• Opportunity for professional growth, career advancement , and ongoing training & development .
• Collaborative and innovative work environment.
• 10 days of Paid Time Off and 20 hours of Flex Time per year upon hire.
• 401K Retirement Plan with up to 3.5% company match.

Primary Job Responsibilities:

• Field and route incoming calls during business hours.

• Oversee and field incoming support tickets.

• Communicate with team members to resolve and close out support tickets.

• Initiate project management and engineering procedures based upon client request.

• Complete and maintain daily/weekly/monthly reports.

• Work with engineering and operations to manage and track client account information.

• Work with operations to assist in managing a variety of admin-related standard operating procedures.

• Assist with overseeing the OCV app monitoring system and route communications.

• Run occasional quality control procedures and complete documentation.

• Collaborate with OCV leadership to identify process improvement areas.

• Maintain extensive documentation, including Google docs, sheets, and electronic communication.

• Follow systematic processes and checklists to verify mobile app functionality.

• Track mobile application testing history and assist in developing test scenarios.

What We Require for This Role:

• High School Diploma.

• At least two (2) years experience in customer support and communications.

• Computer skills: Operating systems (Windows, MacOS), Microsoft Office, G Suite, HubSpot.

• Ability to communicate clearly and professionally, both orally and in writing.
  

• Attention to detail and ability to complete tasks under deadline pressure.

• Ability to assess customers’ support needs, provide solutions or refer them to other team members.

• Ability to maintain composure and customer focus while solving issues.

• Willingness to consistently and accurately follow established policies and procedures.

Apply today and become an essential part of our dynamic organization!