Associate II, Client Contact

About the Role

• Position Type: Full-time
• Type Of Hire: Experienced (relevant combo of work and education)
• Education Desired: General Equivalency Diploma

Key Responsibilities

• Delivers technical and non-technical support via various channels to ensure effective handling of escalated client issues, post-sales support, and accurate processing of sales orders or inquiries.
• Completes support tasks under general direction, applying discretion when making decisions and working to resolve operational issues.
• Communicates regularly with clients, acting as a point of contact for basic inquiries, concerns, and feedback.
• Executes routine tasks with some deviation from standard practices, accomplishing day-to-day objectives within the job area, and seeking advice or input from senior personnel as needed.
• Contributes to the successful and efficient creation, maintenance, and dissemination of client-facing documentation and support materials.
• Communicates with internal teams to escalate and resolve complex issues, ensuring a positive client experience.
• Prepares basic reports that detail client interactions, communication effectiveness, and support metrics to inform future initiatives.
• Operates as a productive contributor and works under moderate supervision, ensuring work methods align with established guidelines and standards.
• Supports pre-sales activities and post-sales processes, contributing to the smooth flow of sales operations by providing technical and non-technical support.
• Manages semi-complex tasks, including developing schedules or refining work methods for improved outcomes.
• Solves problems of low to moderate complexity and makes minor adjustments to existing processes.
• Communicates and collaborates with others and shares information that may require explanation or interpretation.
• Supports less experienced peers.

Requirements & Tech Stack

• Entry-level individual contributor work with moderate supervision, following established guidelines while exercising independence.
• Knowledge gained through a combination of education and practical experience.