Customer Service Assoc. Client Services

CSA TS Client Services

About the Role:

As a Client Services Associate (CSA) in the Technical Support department within the Customer Service category, you will serve as a key liaison between our company and our clients. Responsibility includes but not limited to, daily mail and package sorting, delivering packages to designated Service centers, supplying floors with paper

Essential Job Responsibilities:

• Act as the primary point of contact for clients seeking technical support, promptly responding to inquiries via phone, email, or online chat.
• Handling mail and package sort.
• Mail and Package Delivery to designated service centers and POG areas
• Scanning of all packages for proper internal tracking
• Deliver paper and other supplies to Service centers as needed
• Participate in ongoing training and professional development activities to stay current on product knowledge, technical skills, and industry trends, continuously enhancing your expertise and capabilities.
• Maintain a positive and professional demeanor in all client interactions, striving to exceed expectations and deliver an outstanding service experience that reinforces client loyalty and satisfaction.

Qualifications:

Mail room or Warehouse experience a plus.

• Minimum of 2 years of experience in a customer service or technical support role, preferably in a technology-related industry.
• Strong technical aptitude and proficiency with computer systems, software applications, and troubleshooting methodologies.
• Excellent communication skills, both verbal and written, with the ability to convey technical information clearly and concisely to clients of varying technical backgrounds.
• Proven ability to prioritize tasks, manage multiple priorities simultaneously, and work effectively under pressure in a fast-paced environment.
• Exceptional problem-solving skills and a demonstrated ability to think analytically and creatively to resolve complex issues.
• Customer-focused mindset with a passion for delivering exceptional service and building positive client relationships.
• Willingness to work flexible hours, including evenings and weekends, to accommodate client needs and support team coverage.
• Previous experience in a technical support role supporting software applications, hardware devices, or cloud-based solutions.
• Familiarity with ITIL (Information Technology Infrastructure Library) principles and best practices for IT service management.
• Certification in relevant technical areas such as CompTIA A+, Microsoft Certified Professional (MCP), or similar credentials.
• Experience using CRM (Customer Relationship Management) software or ticketing systems to manage client interactions and support requests.

XBP Global is committed to fostering a diverse and inclusive workplace and is proud to be an equal opportunity employer. All qualified applicants will be considered for employment without regard to race, colour, creed, religion, national origin, ancestry, citizenship status, age, disability, sex/gender, marital status, sexual orientation, gender identity, gender expression, veteran status, genetic information, or any other characteristic protected by applicable federal, state, or local law.

EOE/Minorities/Females/Veterans/Disabled