Client Service Specialist at Unifocus – Irving, Texas

The Client Service Specialist is responsible for the timely, professional, thorough completion of incoming help desk tickets from our clients, offering robust solutions, detailed explanations, recommendations, and professional customer service. This team is the ongoing face of Unifocus to our clients, and we truly value putting our clients first.

Role & Responsibilities

• Answer inbound service calls, chats, and tickets submitted by internal & external users in a timely and professional manner.
• Be familiar with our proprietary systems (LMS, RMS, Survey, Time & Attendance, etc.).
• Provide basic training on products and features to Clients.
• Troubleshoot our complex workforce performance application.
• Be familiar with workforce management best practices.
• Troubleshoot basic PC issues and answer questions related to Java/Web Browser plugins and Network connectivity issues.
• Troubleshoot basic hardware issues related to our proprietary time clock and biometric scanning products.
• Apply a professional attitude and image for all internal and external customers, displaying a willingness to serve.
• Participate in weekly help desk reviews to determine ticket type trends.
• Identify methods for automating and reducing root causes for frequently occurring requests.
• Routinely and effectively operate internal systems such as Jira, Teams, Outlook, SQL Management Studio, Confluence, etc.
• Learn and share workforce management best practice skills.
• Commit to continuous professional development, keeping abreast with current industry trends, tools, technologies, and opportunities and attending conferences, seminars, and workshops.

Required Skills/Abilities:

• Robust oral and written communication skills
• Strong attention to deadlines and detail – ability to handle multiple tasks simultaneously
• Excellent interpersonal skills and the ability to work collaboratively and independently with minimal supervision
• Ability to remain calm under pressure while being professional and thinking clearly
• Aptitude for analytical problem resolution and basic troubleshooting
• Path-of-least-resistance approach to problem solving
• Ability to occasionally work extended hours, including evenings and weekends, to meet project deadlines or resolve business-critical issues
• Intermediate SQL knowledge (complex query building a plus)
• Demonstrable evidence of an excellent attendance record
• Proven experience succeeding in a metrics-driven environment
• Knowledge of hotel/restaurant/other hospitality operations preferred
• Minimum 2 years of experience OR college degree in hospitality, management, finance, IT, or related field

Working Conditions

• General office environment with moderate noise (business office with computers, phones, printers, and light traffic)
• Confined office spaces and open office floor plans

Physical Requirements

• Regularly required to sit, talk, hear, and use hands
• Must be able to sit for long periods of time, especially in front of a computer
• Repetitive motions are required to use a computer
• Light to moderate lifting, pushing, and pulling is required

Location:

• This is a hybrid position partly in the Irving office.