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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:

ESSENTIAL DUTIES AND RESPONSIBILITIES:

+ 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.

+ 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.

+ 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.

SKILLS AND COMPETENCY REQUIREMENTS:

+ Excellent analytical, problem solving and interpersonal skills to deliver high customer satisfaction.

+ Detail oriented with the ability to properly document and create customer call notes in the CRM.

+ Excellent verbal and written communication skills, inspiring confidence while leading customers through the steps to resolve issues via phone and email.

+ Ability to manage multiple priorities within a fast paced and high volume environment.

+ At least 2 years working experience with HTML

+ Working knowledge of CSS

+ Knowledge of SQL (Desired but not required)

EDUCATION:

High school diploma required

COMPENSATION:

$21 hourly, based on experience

Worker Type:

Regular

Number of Openings Available:

1

Be part of something big. Apply to join our team today

CaterTrax is an industry leading catering management software company that was built by caterers for caterers. Primarily serving the non-commercial foodservice industry, CaterTrax provides flexible solutions to multi-unit contractors across the United States and Canada, streamlining enterprise management for the largest managed hospitality providers in the country. Affectionately referred to as TRAXERS, over 7,500 operators, across multiple lines of business, use CaterTrax’s TRAX Platform to manage their business. Read their stories here (https://catertrax.com/why-catertrax/traxers/) .

CaterTrax is an equal opportunity employer, we recruit, hire, train, promote and provide all other privileges of employment to qualified people without regard to age, race, color, creed, national origin, gender, gender identity, gender expression, disability, marital status, veteran status, citizenship status, ethnicity, familial status, religion, sexual orientation or any other classification for which discrimination is prohibited.

CaterTrax is part of a CSI Group of Companies

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