Client Support Specialist

Company Overview

It’s not enough to have the right technology today, you must have a plan for tomorrow, too. At Diamond Assets we service schools, businesses, and governments by creating sustainable technology plans that ensure equitable access to technology for their current fleet but also well into the future. In addition, we take pride in delivering the highest-quality refurbished Apple products at an affordable price. Through our lifecycle through upcycle approach, we strive to meet our mission of providing equitable and affordable access to technology.

Position Title: Client Support Specialist

The Client Support Specialist holds a crucial role in ensuring seamless client experience and internal project efficiency at Diamond Assets. This role involves addressing client queries throughout their order journey, resolving device encumbrances during processing, and providing essential support for both internal and external projects. This position will directly report to the Director of Project Management.

Roles & Responsibilities

• Client Support: Act as a primary point of contact to address and resolve client inquiries and concerns throughout their journey.
• Device Encumbrance Resolution: Work diligently to resolve & communicate any encumbrances related to client devices during processing, exceeding customer expectations.
• Assistance in Internal and External Projects: Collaborate closely with project teams to provide comprehensive support for both internal and external projects, ensuring their success and alignment with company objectives. Support continuous improvement initiatives through collaboration across the value stream.
• Project Coordination Support: Assist in coordinating and/or leading project-related tasks, facilitating smooth workflows, and ensuring efficient execution of project activities.
• Client Relationship Management: Foster and maintain positive relationships with clients by providing proactive support, addressing concerns, and ensuring their needs are met effectively.
• Documentation and Reporting: Responsible to document and maintain accurate process documentation, client records, reporting, and document project-related activities to facilitate tracking and reporting.
• 2+ years of experience in a client facing support role.

• Ad Hoc Duties: Perform other duties as assigned to contribute to the overall success of the organization.

Key Skills & Qualifications

• Exceptional verbal, written, and interpersonal communication skills.
• Organized, logical, and willing to adapt quickly.
• Effective critical thinking and problem-solving abilities.
• Excellent organization and time management skills.
• Advanced computer skills with the ability to learn and use various software and database applications, including Salesforce, NetSuite and Microsoft Office.