Hybrid Client Support Specialist chez Abilitie

About the Role

At Abilitie, we provide industry leading leadership training utilizing real-world simulations in our award-winning learning programs. Our Client Support Specialists (CSS) are our operations experts, leveraging the features of our learning management system to ensure that our clients have exemplary experiences. The CSS is adept at professional communication, serving as a key partner to our clients, participants, faculty, and internal stakeholders by participating in meetings, owning email correspondence, and diligently managing technical chat support when issues or questions arise. 

This person is obsessively organized, tech-savvy, and a quick learning problem solver who understands that the detailed nature of their work is highly valued as an essential element of our team’s success.

Our CSSs work as independent contractors: the role is hybrid and paid hourly. This will suit someone who is self-employed (or willing to become self-employed) as well as someone who can commute to London for hybrid work from our coworking office. Working hours are set in coordination with the needs of the business and coverage for our 24/5 client facing support channels. This position reports to the Client Support Manager (CSM) within the Operations department.

What You Will Do

• Act as a power user of our proprietary learning management system to own key components of our internal operating procedures
• Manage key program details for each client including session dates, staffing, learning materials, Zoom links/recordings, calendar invitations, surveys, and participant lists
• Create raving fans of our company by consistently displaying a customer-centric mindset in actions and communications, responding to emails and questions with a professional and inviting tone in a timely manner
• Lead the logistics portion of our client-facing calls and assist our team leaders by taking detailed notes and owning email follow-ups to gather any missing information
• Deliver timely and accurate technical support across multiple channels (chat, email, and phone) and know when and how to escalate an inquiry to the proper audiences
• Adapt swiftly to client requests and logistical program adjustments
• Assist in maintaining and updating internal process and procedure documentation
• Provide timely upward feedback to encourage continuous process improvement

Qualifications

• Ideally, a minimum of 2 years' experience providing technical support, program administration, and data management services
• Exceptional client service skills and an in-depth knowledge of technical systems
• High-quality professional communication skills
• Proficiency with Online Chat services, Google Suite, Zoom admin, Slack, and Notion
• Ability to work autonomously on recurring tasks while following directed processes
• Ability to work on personal laptop or desktop computer and mobile phone, with reliable, high-speed wifi and audio capabilities
• An average typing speed of at least 40-50 words per minute
• Flexibility to accommodate shifts that may vary during peak client engagement periods