Client Support Specialist
United States
Full Time
Entry Level
Job Location Palm Beach Gardens, Florida (Hybrid position; #LI-Hybrid)
Company & Culture
Bentek® is a benefits technology company boasting a trusted cloud-based platform and outstanding service for Public Sector clients. Based in Palm Beach Gardens, FL we’re a company that’s big on heart, culture, community involvement, and excellence.
Come join our talented inclusive community. We offer an excellent compensation and benefits package plus an award-winning wellness program. Just to name a few of our awards: Top Places to Work, Sun Sentinel. Healthiest employers and Best Places to Work, South Florida Business Journal. See what it's like to work at Bentek.
Position
Bentek is seeking a Client Support Specialist to support our innovative employee benefits technology solution with a focus on excellent customer service. The Client Support Specialist (CSS) is responsible for providing outstanding Level 1 support to Bentek end users, as well as basic project support under the direction of the Account Manager (AM).
Responsibilities
Qualifications
Company & Culture
Bentek® is a benefits technology company boasting a trusted cloud-based platform and outstanding service for Public Sector clients. Based in Palm Beach Gardens, FL we’re a company that’s big on heart, culture, community involvement, and excellence.
Come join our talented inclusive community. We offer an excellent compensation and benefits package plus an award-winning wellness program. Just to name a few of our awards: Top Places to Work, Sun Sentinel. Healthiest employers and Best Places to Work, South Florida Business Journal. See what it's like to work at Bentek.
Position
Bentek is seeking a Client Support Specialist to support our innovative employee benefits technology solution with a focus on excellent customer service. The Client Support Specialist (CSS) is responsible for providing outstanding Level 1 support to Bentek end users, as well as basic project support under the direction of the Account Manager (AM).
Responsibilities
- Manage the support queue and assignments, making same day contact with users via phone or email, and provide resolution or an update within 24 hrs.
- Provide navigational guidance, level 1 technical assistance, system research, and documentation to end users.
- Manage Level 1 support by providing updates to Account Managers or leaders, including identification of trends, client patterns, blocked issues, delays, etc.
- Provide basic level 2 admin support by responding to email inquiries, site testing, diagnosing system issues, eligibility discrepancies, understanding client specific rules and logic and educating clients.
- Provide level 2 support by diagnosing issues, initiating tickets for escalation to Development team, and managing ticket lifecycle.
- Support Account Managers in configuration of Bentek sites annually for Open Enrollment, New Hire, Life Events modules.
- Support Account Managers in service of Bentek clients with projects such as billing, audit and testing, maintaining client contacts and documentation.
- Participate in client meetings, taking notes on calls related to service, product training, and renewals.
- Manage internal client documentation and help cross-train team members.
- May occasionally travel to client locations for onsite events or training.
Qualifications
- Two years professional experience and Associate degree from accredited university; or equivalent combination of work experience and education is required
- Experience with Helpdesk and/or customer service software platforms
- Ability to provide professional customer service by phone and email
- Excellent verbal and written communication skills, strong relationship building skills
- Attention to detail, self-motivated, and proactive problem-solving
- Ability to multi-task, manage and prioritize a variety of tasks
- Maintains grace under pressure and chooses to be a team player
- Enjoys working with computers and technology
- Proficient in Microsoft Office Suite (Excel, Outlook, PowerPoint, Word) and social business platforms
- Valid Driver’s license
BenTek is an equal opportunity employer and does not discriminate against any applicant or employee because of race, color, religion, sex, national origin, disability, age, or military or veteran status in accordance with federal law. In addition, BenTek complies with applicable state and local laws governing non‑discrimination in employment in every jurisdiction in which it maintains facilities. BenTek also provides reasonable accommodation to qualified individuals with disabilities in accordance with applicable laws.
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