Customer Service Representative

Our client is a full-service provider of document management and workflow automation solutions. By integrating data, business processes, and imaging technologies, the company helps clients strengthen their digital infrastructure and streamline operations. Their solutions range from simple electronic filing systems to fully customized enterprise content management platforms.

Position Overview
The CSR is responsible for managing and enhancing relationships with existing government clients, supporting software implementation and maintenance, and ensuring a high level of client satisfaction. This is not a sales role. Instead, it focuses on client care, technical support, and coordination of service activities to ensure smooth operations and client success.

Key Responsibilities

• Manage and nurture relationships with existing government clients, ensuring exceptional service and satisfaction.

• Schedule and coordinate software installation updates for client sites.

• Conduct kick-off calls for new client installations and oversee implementation timelines.

• Provide technical assistance, including helping reset client software when needed.

• Collaborate closely with internal teams to troubleshoot issues and deliver timely resolutions.

• Handle client communications professionally, including making outbound calls and returning client inquiries promptly.

• Maintain installation schedules and planned delivery timelines.

• Contribute to a collaborative, growth-focused team environment.

Qualifications

• Minimum of 3 years of relevant work experience.

• Previous help desk or technical support experience preferred.

• Experience working with government clients is a plus.

• Excellent problem-solving, decision-making, and communication skills.

• Comfortable and confident communicating with clients over the phone.

• Strong interpersonal skills with the ability to build and maintain positive relationships.

• Enthusiastic, professional, and service-oriented attitude.

• Interest in software, automation, and emerging technology solutions.

• Courteous, polite, and dependable team player.