Job Description Summary/Objective
Client Support Technicians (CST) work with various XDI departments and systems to provide exceptional service to our clients by accurately and efficiently fulfilling quick-turn requests. This role includes a blend of technical and visual skills to manage client’s services using a process-oriented workflow. Client Support Technicians also engage in problem solving and responding to various client requests. Full-time Client Support Technician roles are available in both our San Diego, CA and Charlotte, NC offices and report to the Manager of Client Support.
Essential Functions
1. Provide exceptional support for our new and existing clients.
2. Respond quickly, consistently, and professionally to client requests and questions.
3. Sense of urgency attitude towards production resolution items with accuracy and efficiency.
4. Learn XDI software and tools for document composition maintenance.
5. Manage client request priorities and execute all tasks necessary for timely completion of projects.
6. Learn and apply XDI’s production system, the correct setup of all service offerings, and detailed knowledge of how all XDI systems work together.
7. Follow detailed project plans and coordinate with the clients on all requirements for document modifications and maintenance.
8. Perform testing to ensure a smooth implementation.
9. Ensure that coordination of resources is in place to meet all project deliverables.
10. Produce exceptional form design for clients.
Competencies
1. Demonstrates exceptional analytical skills, can consistently and accurately follow a process, has a keen eye for detail and strong time management.
2. High level of comprehension of software and department knowledge/skills and executes to applicable tasks and projects.
3. Provides on-going and as needed support for clients with questions, projects, and issue resolution.
4. Collaborates with peers and other departments while working independently on tasks and projects as appropriate.
5. Works in an organized manner, adhering to company standards and delivering output in a timely manner.
- The ideal candidate should be able to work autonomously with limited supervision.
- Clear, accurate communication and organizational skills are required.
- Candidates should have a client-first mentality and drive to exceed expectations every day.
- The ideal candidate will be solutions-driven and take the initiative to find the proper resolution to client requests.
- Candidates should have a passion to learn, share and contribute to a highly creative and productive team!
- Document/graphical design skills are a plus.
Supervisory Responsibility
None
Work Environment
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, printers, filing cabinets and business software.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to talk and hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.
The employee is occasionally required to sit; climb or balance; and stoop, kneel, crouch or crawl. The employee must frequently lift and/or move up to 15 pounds and occasionally lift and/or move up to 40 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
Position Type/Expected Hours of Work
We are hiring for both a full-time in-office position and a part-time in-office position. The hours of work and days are Monday through Friday, 8:30 a.m. to 5 p.m. Occasional evening and weekend work may be required as job duties demand.
Travel
There is no travel expected for this position.
Required Education and Experience
- A minimum of 1 year customer service experience
Preferred Education and Experience
- Prior customer service and/or technical based experience is a plus.
Other Duties
Please note, this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Additional Eligibility Qualifications
To be considered, applicants must demonstrate their proof of ability to work in the United States.
EEO Statement
Xpress Data, Inc. provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, XDI will provide reasonable accommodations for qualified individuals with disabilities.
Job Types: Full-time, Part-time
Pay: $22.00 - $26.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Retirement plan
- Tuition reimbursement
- Vision insurance
Experience level:
- 1 year
- 2 years
- Under 1 year
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
- Weekends as needed
Work Location: In person