Hungry, humble and smart? If you have these qualities, we want you on the team.
Job Summary:
Reporting to the Client Support Team Lead, the Client Support Specialist is responsible for providing excellent customer service by addressing questions or concerns via the support line or the online ticketing system regarding technical aspects or best practices in using the CaterTrax platform. This position is also responsible for site configurations and ongoing site maintenance.
This is a hybrid position located in Rochester, NY.
Job Description:
Client Tickets and Correspondence
- Responds to client telephone calls, emails, and/or submitted support tickets regarding the CaterTrax platform in a timely manner.
- Ensures clients are aware of the contact person that will be managing their issue/request.
- Performs troubleshooting as necessary to identify the root cause of issues reported.
- Addresses identified issues. Utilizes software tools and problem-solving strategies to solve site issues. Follows up with clients regarding resolutions.
- Works with the Client Care Lead to identify any gaps in the client support process.
- Maintains records of client site issues and interactions, recording details of inquiries, complaints, and comments, as well as actions taken.
- Communicates any necessary changes or updates to clients regarding their sites.
Site Configuration and Maintenance
- Maintains client sites based on CaterTrax system updates and/or client requests for changes.
- Performs configuration system settings for client sites.
- Refers clients to the Training Department when training gaps are identified.
- Performs revisions and/or updates to client site documentation.
- Monitors progress of development on all sites.
Departmental Support
- Assists Managed Services with projects as requested.
- Participates in team meetings in efforts to understand team priorities, offer solutions, and suggestions for process improvement.
- Offers recommendations for product and process development based on client feedback.
- Performs other duties as assigned.
Worker Type:
Regular
Number of Openings Available:
1
Be part of something big. Apply to join our team today
What We Do
CaterTrax is the industry-leading catering software provider, serving the largest managed hospitality companies across North America. Our mission, and ongoing commitment to our clients, is to be the company that best understands the everyday demands of our industry. We leverage our learned best practices to implement scalable solutions which enable our partners to elevate their unique brand of hospitality.
With a broad range of web-based solutions and managed service offerings, CaterTrax powers thousands of foodservice operations in the non-commercial foodservice industry, streamlining and improving the way operators manage their business.
