Hybrid Portal Support Specialist bei United Business Mail Inc

Description

POSITION SUMMARY

The Portal Support Specialist will be responsible for onboarding new clients by training them in how to utilize the company’s client portal and to assist with technical writing of new development requirements. This role also involves creating training videos to supplement individual training, assisting the Portal support team with day-to-day duties, and serving as the first tier of support for customer and team member questions.

HOURS: 8:30 am to 5:00 pm Monday through Friday

LOCATION: Hybrid role with office location being in Itasca, IL

KEY RESPONSIBILITIES

• Set up and onboard new clients through effective training in the utilization of the client portal.
• Develop engaging training content to enhance training sessions and provide supplemental materials like walkthroughs and how to video guides.
• Serve as the first tier of support for internal and external customer questions by doing research and presenting solutions or education.
• Perform data file updates for all client portal environments.
• Perform user acceptance testing on newly developed client portal features.
• Attention to detail, specifically in testing and identifying functionality that needs improvement.
• Support the Marketing team with electronic communications focused on functionality updates.

Requirements

Skills and Attributes:

• Ability to articulate and simplify complex processes into easy-to-follow instructions.
• Strong interpersonal skills for building connections.
• Strong communication skills.
• Organized and methodical in day-to-day activities.
• Proficient in public speaking with an engaging presence on virtual platforms such as Zoom.
• Patience working with technologically challenged users.
• Inquisitive nature; asking questions and taking notes to ensure comprehension before responding to inquiries.

Success Criteria:

• Earn a level of trust internally through effective collaboration.
• Demonstrates situational awareness, empathy with an ability to respond by reading cues, and maintaining a positive presence.
• Punctuality for meetings and timely completion of assignments.
• Ability to help others understand complex processes.
• Able to make decisions on the fly without needing to rely on AI assistance

Qualifications:

• Bachelor’s degree or related experience developing and delivering training content.
• Experience working in Client Relations, Customer Service, or similar client facing roles.
• Public speaking experience, especially on virtual platforms (Zoom).
• Self-directed team player with excellent organizational skills.
• Proficiency in Microsoft Office products such as Outlook, Word, Excel, and PowerPoint.

Benefits include: 

• Comprehensive Medical, Dental, and Vision coverage
• 401k matching with financial workshops 
• Company sponsored Short term disability
• Long Term Disability
• Life Insurance
• Monthly employee initiatives with an emphasis on fun and wellness
• EAP program
• Career advancement opportunities
• Salary Range: $60,000 to $65,000