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Title

Client Support Advisor 

EOE StatementAscentis is proud to be an Equal Opportunity Employer.
 
Description

Our Client Support Advisors work with the established Ascentis client base to provide elevated support as our clients utilize our various HCM products to perform many functions critical to their organization’s success and functionality. To successfully deliver unsurpassed customer support, you will act as an advisor to the customer and our internal Client Support team by providing guidance and expertise where needed. Centered around our cultural norms, the team focuses on critical thinking, problem solving and communication to crush goals and excel personally and professionally.

Cultural Norms:

 

Our Client Support Advisors work with the established Ascentis client base to provide elevated support as our clients utilize our various HCM products to perform many functions critical to their organization’s success and functionality. To successfully deliver unsurpassed customer support, you will act as an advisor to the customer and our internal Client Support team by providing guidance and expertise where needed. Centered around our cultural norms, the team focuses on critical thinking, problem solving and communication to crush goals and excel personally and professionally.

Cultural Norms:

What is a day in the life for our Client Support Advisor?

As a Client Support Advisor, you play a crucial role in the success of the client and our support team. The support you provide varies from ongoing complex analysis of system functionality to business event planning to execution. As a team advisor, you will work in partnership with various departments to drive results for Ascentis and our clients. Ultimately, you are focused on:

  • Delivering exceptional support by effectively handling product issues on behalf of clients independently, marshalling needed resources from across Ascentis seeing the issue through to full resolution – you are the client’s advocate for success!
  • Client Remediation, in partnership with the Ascentis Account Management team, executing holistic problem recognition, research, resolution and follow up to customer inquiries until client concerns are addressed and closed to satisfaction.
  • Collaborating with a team of client support analysts, technical support representatives, quality assurance and developers to provide quick and professional response to escalated programming issues.
  • Client Training in the form of a phone call, Zoom meeting, written documentation, or webinar is provided to clients as needed.
  • Acting as Lead in special projects such as planning for year-end, documentation for Communities (on-line portal), presentations, and training.
  • Representing Client Support internally for product releases preparations, product roadmap discussions and product triage meetings.
  • Providing updates and lessons learned to greater organization when appropriate.
  • Owning communities library driving article creation requirements and maintaining updated business events kits
  • Aggressively pursuing product and domain expertise.
  • Documenting internal support processes
  • Creating quick response support “Templates” for our support team
  • Assisting Tier3 support team on difficult case review/resolution
 
Position Requirements

What are we looking for in a candidate?

  • Bachelor’s Degree preferred or equivalent relevant experience
  • 3+ years of customer support/service experience with desire to exceed customer expectations
  • 2+ years of troubleshooting, problem solving and assisting external customers within technical applications and/or software
  • A great attitude - You are the face of Ascentis and provide superior customer service skills, along with a proactive, positive attitude
  • Excellent written communication, verbal communication, active listening and presentation skills
  • Strong organizational, analytical, priority setting and time management skills – you have the ability to work on many projects at a time
  • Self-starter and ability to think “outside the box”
  • Ability to work under pressure in a fast-paced, ever changing environment
  • Passionately collaborate to achieve best results
  • SaaS/HCM experience preferred
 
Location Minneapolis  
About the Organization The Ascentis mission is to create innovative products that are easy to use for the often under-served mid-market that cover the full Human Capital Management (HCM) suite. This full suite approach combined with an amazing team equals success!





We at Ascentis firmly believe that a product is only as good as the people behind it. Whether it's platform development, technology maintenance, client support, product management, sales or operations, all of our employees see the direct impact of their work. As a leader and one of the fastest growing 'Software as a Service' (SaaS) companies in the Human Capital Management space, Ascentis focuses on hiring talented and motivated people from diverse backgrounds. If you want to channel your ambition and drive for success, you belong with Ascentis!





Ascentis has grown tremendously over the last 3 years. Recently, we announced a majority recapitalization by global growth equity investor Summit Partners. Summit invests across growth sectors of the global economy and has invested in more than 440 companies in technology, healthcare, life sciences and other growth industries. These companies have completed more than 140 public equity offerings. So, needless to say, we are all extremely excited with where we are headed!







 

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