Know Ink, LLC

Role Description We're looking for someone who genuinely enjoys talking to people, keeping things organized, and solving problems before they turn into bigger ones. As our Client Relations Representative, you'll be the first voice our clients hear and crucial in our commitment to excellent client care. If you're calm under pressure, sharp on the details, and like knowing your work actually matters, this one's for you. What you'll be doing - Handle incoming calls and emails for the whole company — routing them to the right people quickly and professionally - Own your Zendesk queue: create, assign, update, and close tickets with the kind of detail that actually helps your teammates - Follow up after issues are resolved to make sure clients understood the fix and are happy with how it was handled - Handle general support questions and walk clients through basic troubleshooting - Help clients navigate iOS and app updates without the frustration - Cover evening, overnight, and weekend shifts as first-tier tech support — escalating to on-call staff when needed - Run client outreach campaigns via phone - Keep departmental spreadsheets clean, current, and accurate - Pitch in wherever the team needs it Qualifications - Stay cool when multiple things are happening at once - Are a clear, friendly communicator over phone and email - Have worked with a ticketing system before (Zendesk is a plus) - Are comfortable with iOS and explaining tech to non-tech people - Are reliable and available for non-traditional shift hours - Like keeping things tidy in your tickets, your notes, and your spreadsheets Requirements - Working knowledge of Microsoft Office Suite and basic CRM management - Ability to multi-task and thrive in a fast-paced, growing company environment - Excellent verbal and written communication skills - Strong interpersonal and customer service skills - Solid analytical and problem-solving skills - Time management skills to meet strict deadlines (i.e., can’t change election date) - Strong attention to details and accuracy - Willingness to work non-traditional hours (early morning, late evenings), as required Education and Experience - 1+ Year in a technical support service field preferred but not required - 1+ years of experience as a client service role - Experience in Elections or the Government sector a plus Physical, Mental, and Environmental Demands - Must be capable of working remotely in a collaborative environment to achieve business and departmental objectives - Must be comfortable in a position which requires working exclusively on a computer for most of the day - Must be capable of maintaining mental focus, attentiveness to fine detail, and workflow process for long periods of time - Must be prepared to have critical conversations with internal and external clients on a daily basis