Customer Support Specialist

At Liaison, we’ve helped higher education institutions build better, more diverse classes for three decades. You may recognize us as the company behind the Centralized Application Service (CAS), Enrollment Marketing services and platform (EMP), SlideRoom, Time2Track, TargetX (CRM) and Othot.

Everything we do is focused on taking that proven success and expanding its scope and scale. Over 31,000 programs on more than 1,000 campuses see us as a forward-thinking partner integral to meeting their total enrollment goals — and we’re building the data- and mission-driven team that will reinforce our role for decades to come.

Summary:

The Client Support Specialist is responsible for:

• Providing world-class support services for Liaison’s clients and member programs via email, telephone, live chat, and web conferencing software.
• Building and maintaining strong, positive, cross-functional relationships with internal technical support, operations, and account teams.

Responsibilities:

• Respond promptly to inquiries from clients, participating programs, software portal users, and internal stakeholders.
• Proactively troubleshoot and escalate client issues, working in tandem with technical support.
• Deliver training as required to new hires and external clients.
• Ensure CSS team policies and procedures are followed.
• Manage user administration for assigned software portals.
• Work in tandem with the Client Success Management team on client-specific issues and projects.

Position Requirements:

• Bachelor’s degree strongly preferred.
• Prior experience working with CAS portals strongly preferred.
• Strong client-service orientation.
• 2+ years’ experience working in a customer service role.
• Exceptional communication skills, both verbal and written.
• Demonstrates a proactive attitude and aptitude for problem-solving.
• Comfortable learning technology and supporting evolving software products.
• Demonstrated ability to handle multiple priorities in a high-volume, fast-paced, multi-product environment.