Client Services Representative, Product Solutions

Lincoln NE
Posted 1 week ago

Division: Operations

Reports To: Product Solutions Lead

The Client Services Representative, Product Solutions is accountable for providing our clients with
exceptional support for the software we provide. This position will be responsible for ensuring that any
support inquire that comes in is effectively researched, has the cause identified, and is resolved in a
timely manner.


• Providing exceptional service to our clients via phone and email
• Logging documentation and communication to our CRM system in a timely manner
• Determining when necessary to escalate a support ticket to Tier II and documenting how to
recreate the issue within the software and/or what steps have been taken troubleshoot
• Communicating issues effectively to other teams including, but not limited to, Development
• Managing client expectations while keeping them positive with regards to PenLink’s products and
• Following team and company processes and systems in place
• Other duties as assigned


• A technical understanding of software and providing effective software support
• Familiarity and comfort with troubleshooting, recreating issues, and documentation
• Excellent communication skills, both written and verbal, and ability to converse concisely and
clearly to employees and clients in a professional manner


• 1+ year of customer service or related experience
• Work within a technology company and experience communicating to a variety of different teams
• Bilingual a plus

Job Features

Job CategorySolutions

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