Client Solutions Specialist

accesso Technology Group, plc is a world-wide software company delivering industry leading virtual queuing, eCommerce and ticketing solutions for the attractions, cultural and leisure industries. ShoWareTM is one of the four product lines of the accesso brand, joining the accesso Technology Group in November 2014. With a successful history in the ticketing industry dating back to 1999 focusing on core markets including performing arts, fairs, casinos, sports and tourism markets, ShoWareTM is a growing division and product.
We are currently seeking a Client Solutions Specialist who will support the daily needs of our clients and company. This position requires a minimum of a Bachelors degree as well as onsite support out of our Annapolis, Maryland office; telecommuting is not an option at this time.
Position Summary:
This tech-savvy, multi-tasker must be committed to provide relentless customer service to our clients nationwide. A team member who learns quickly and is committed to continue their growth, both with lead and self-taught skills, will be most successful. Strong verbal and written communication skills with the ability to work well within a team environment including remote employees are essential. Exceptional organizational skills and the ability to self-prioritize tasks are vital.
Outstanding command of computers including familiarity of Windows, Internet Explorer and the Microsoft suite, particularly Excel and Outlook, are required. Candidates with familiarity with web-based technology and computer support are preferred. Experience in ticketing and/or a passion for our core markets will help with client relationships and will accelerate understanding and success of the product, thus the success of the individual.
We move rapidly and look for team members with excellent problem-solving techniques and the ability to make sound decisions, thinking quickly on their feet in all situations. We require self-starters who are willing to take initiative and possibly make mistakes over those that wait to be lead. Expect to work in an open, collaborative and learning environment while participating in company and client events.
Essential Duties & Responsibilities Include:
Quickly gain product knowledge and ability to provide solutions by thinking outside the box for alternative uses of the core software.
Client support of hardware used in ticketing including printers and scanners.
Testing of equipment and proofing procedures for integration with a variety of software and hardware systems.
Administer software support for the ShoWareTM product to all of our clients as needed, on site and remotely via email, phone and virtual meetings.
Assist with troubleshooting and diagnosing complex technical and user issues.
Audit and verify client specific reports with high attention to detail and prowess into creation of logical test plans and utilizing common Excel skills.
Maintain exceptional communication with clients and team members across departments in an effort to build positive, meaningful relationships.
Effectively document daily progress and project status updates internally as well as to the clients.
Support testing and documentation of new software releases.
Update internal systems regularly including time sheets, CRM files, issue tracking software, etc.
Maintain current sales content for clients as contracted.
Proactively identify areas of learning required to enhance success and initiate self-motivated learning opportunities internally and externally.
Support team members across all departments in their completion of projects and client management.
Ability to assist with special projects and company needs as they emerge.
Responsible for sharing ideas for improvements that could benefit clients and the company alike.
Qualifications/Requirements:
Ability to facilitate daily responsibilities with little to no direction.
Provide updates and communicate so that client needs are met in a timely, efficient and knowledgeable manner.
Communication skills to cater to a variety of audiences, through a variety of media.
Candidates must have the flexibility to work extended hours and resolve client needs after hours, weekends and holidays as needed.
Occasional local and national travel may be required.
Preferred, but not required, experience with technology and/or customer service.
Self-starters who are able to adapt and learn.
Education & Experience:
Bachelor's Degree required
Business, Communication, Technology or related field preferred
1 ? 3 years of full-time work experience.
Other Considerations:
US work eligibility is required.
What We Offer:
Salary is based on experience but is comparable to similar opportunities.
Compensation package includes health and dental insurance.
401K plan with employer contribution.
Stock options.
This is a full-time, permanent position and US work eligibility is required. accesso maintains a drug-free, non-smoking work environment. Compensation level is based on experience.

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