Support Specialist

Reports to: Director, Client Services

FLSA Status: Non Exempt

Job Summary:

Responsible for delivering an exceptional experience to every customer every time by performing the following duties.

Duties and Responsibilities (Other duties may be assigned):

  • Assess all client support requests effectively and prioritizes accordingly.
  • Ensures all basic or “first-tier” support questions are being properly handled within the appropriate time frame.
  • Demonstrates the ability to discern when something should be escalated to “second-tier” support, development, or management.
  • Demonstrates the ability to discern when something should be escalated to “second-tier” support, development, or management.
  • Performs customer facing training based on Grasp curriculum, which are scheduled at least once a week.
  • Performs ad-hoc training for Grasp customers and new employees.
  • Consistently achieve department and personal KPI’s. Personal KPI’s will be established by you and your Supervisor

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Language Ability:

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

Math Ability:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Ability:

To perform this job successfully, an individual should have knowledge of word processing software, spreadsheet software, and database software.

Education Experience:

High school diploma or general education degree (GED); or two to four years related experience and/or training; or equivalent combination of education and experience.

Knowledge/Skills/Other Abilities:

  • Knowledge of the travel industry from multiple levels including understanding of end to-end processes, such as agent input - to back office accounting - to impact on reporting
  • Ability to easily diffuse frustrated clients, separate the issue from the emotion, has a knack for being able to “separate the message from the delivery,” and hears what they’re trying to say, as opposed to getting caught up in how they’re saying it • Strong capacity to cope with interruptions and changes
  • Ability to overcome objections
  • Ability to speak and write clearly and accurately, and demonstrated proficiency in typing and grammar
  • Willingness to cooperate with others, work to the greater good, and has the ability to effectively work independently and within a strong team dynamic

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand, walk, sit, use hands, and talk or hear. The employee is occasionally required to reach with hands and arms, climb or balance, stoop, kneel, crouch or crawl, and taste or smell. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, ability to adjust focus, and ability to see color.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

Grasp Technologies Standards:

  • We are Genuine
  • We are Relentless
  • We are Audacious
  • We are Scrappy
  • We are Passionate
  • We act with Integrity
  • We are Talented

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Additional Information:

Pay Range - $21. - $27./Hour   $45,000 – $55,000/year, Commensurate with experience, Full time employment

How To Apply:

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