Key Facts

Remote From:

Full time

Mid-level (2-5 years)

English

Hard Skills

Regulatory Compliance Help Desk Support Account Management System Level Troubleshooting Knowledge Base Customer Data Management Compliance Management Process Management Client Services Cloud Applications Cross-Functional Collaboration Customer Experience Improvement Client Education Quality Assessment KPI Management De-escalation Techniques

Other Skills

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Executive Presence
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Relationship Management
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Problem Solving

Roles & Responsibilities

Strong client support and relationship management experience in SaaS/services environments
Excellent communication skills with executive presence and de-escalation abilities
Experience supporting IC enrollment, onboarding, account maintenance, and document approvals
Ability to collaborate cross-functionally with Accounting, Settlement, and Professional Services teams to improve processes

Requirements:

Address client support requests related to portal setup and IC enrollments, ensuring timely resolutions in line with SLAs and quality standards
Submit and monitor technical support tickets, ensuring clear communication, timely updates, and successful issue resolution
Assist clients with location updates, enrollment invites, IC terminations, and keeping client users and records current
Approve documents per client specifications (and deny non-compliant items); manage insurance opt-out requests and collaborate with Accounting and Settlement teams to ensure client satisfaction

Openforce

About Openforce

THE TECHNOLOGY PLATFORM FOR THE ON-DEMAND WORKFORCE Today, entire industries are redefining conventional models of work that fall short on cost, efficiency, and meeting customer demand. Which is why from our technology platform to our fully staffed U.S.-based customer support team, we simplify everything independent contracting. Openforce was formed directly from the experience of our founders operating a same-day delivery company that utilized independent contractors. Frustrated by administrative inefficiencies and expanding legal constraints, the team set out to build a solution that would help companies do it right. That’s why same-day logistics and delivery companies of all sizes rely on Openforce’s automated technology platform for: • Fast Mobile Onboarding • Paperless Enrollments • Instant Verifications • Integrated Background Checks • Built-in Compliance Audits • Secure Settlement Processing • Competitive Insurance Packages • Cash Advance Program • Driver Retention & Superior Member Benefits With over 350,000 drivers onboarded, properly contracted, insured and paid—don’t settle for a one-size fits all solution. Make the most of your on-demand workforce with a truly customized solution that works with your business. Learn more at www.oforce.com. Connect with us on Twitter @EverythingIC and Facebook @Everything IC.

Company type: SME

Founded: 2018

Company size: 51 - 200

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Job description

Job Description: Client Support Specialist

Making your next move count

At Openforce, you will find a career experience that will challenge you, satisfy you, and make you proud to work for this Software as a Service (SaaS) and services company. Teamwork and transparent communication are the hallmark of this company. The focus is on high- performance, high customer service and delivery standards. Openforce is a well-established company with an excellent reputation in our industry and with a ‘start-up’ feel. Openforce delivers the leading integrated cloud software suite for the independent contracting community, including recruiting, onboarding, settlement pay, compliance, insurance, and retention.

Position Summary

The Client Support Specialist is the driving force behind building and fostering client relationships. Client Support Specialists are the point of contact and responsible for supporting their assigned clients. Duties include client support on Independent Contractor (IC) enrollment questions, account maintenance requests and document approval. The Client Support Specialist works closely with clients to proactively identify their needs, assist them with account maintenance requests to include workflow reviews and provides guidance as well as light training on system functionality, supporting the overall goal of promoting client growth and increasing client satisfaction.

Responsibilities

Addresses client support requests as they pertain to their portal setup and IC enrollments while ensuring timely resolutions that are in line with Service Level Agreements (SLAs) and with attention to quality

Submit and monitor Technical Support tickets, ensuring clear communication, timely updates, and successful issue resolution for clients.

Assists clients with location updates to ensure proper workflow logic, maintains client users, support clients with enrollment invites and IC termination requests

Approves documents in compliance with client specification; denies and informs ICs on non-compliant documents.

Demonstrates a strong ability to communicate with clients, including strong executive presence, de-escalation, and relationship management

Primary point of contact on insurance opt-out requests received from clients

Collaborates with the Accounting Team as well as the Settlement Team to ensure overall satisfaction for our clients
Proactively provide feedback to management regarding process improvements and knowledge base content gaps
Becomes a trusted advisor to clients. Provides guidance on current service as well as product offerings
Walks clients through troubleshooting and ensures clients maximize system functionality
Consults clients on their ICM portal as well as workflow setups. Partners with the Professional Services Group (PSG) as needed for workflow and client portal setup questions
Maintains client record data and ensures that the client profile is always current
Assists client in maintaining accurate list of active and inactive contractors
When needed reaches out to contractors to resolve an issue from being escalated
Contributes to organizational goals by meeting metrics
Maintains subcontractor records in the client portal and ensures proper association with the respective master contractors