• The Client Support Specialist collaborates with internal and external clients (in the K-12 market and cities) to facilitate billing, bill reconciliation, work through discrepancy reports, and generate payroll reports. • Assist with payroll imports, as well as develop client relationships and the company's benefit & CRM system. • Assists the sales team with providing product options in core and voluntary benefits. • Other duties include assisting sales and marketing with enrollments, preparing spreadsheets and marketing materials, preparing memorandums, emails and other communications in support of the regional sales manager and the Arizona sales team. • Occasionally, they will source, develop, soft sell, promote, market, and administer insurance products, and administrative services of FFGA.

• Respond to customer inquiries. • Resolve issues professionally. • Document interactions accurately. • Escalate complex issues. • Meet response-time goals. • Maintain customer satisfaction. • Collaborate with internal teams. • Follow company procedures.

• Manage inbound support tickets via email, chat, and other channels • Resolve issues quickly and thoroughly with a friendly, professional tone • Maintain a 98%+ CSAT rating • Initial response to new client messages within 3 minutes (first response time) • Resolve most tickets in under 4 hours (time to resolution) • Become a product expert and use that knowledge to troubleshoot effectively • Guide clients through KYC & KYB processes (Know Your Customer / Know Your Business) • Document solutions and contribute to internal knowledge base

• Oversee SAP testing activities and coordinate between various stakeholders • Lead testing efforts and manage resources • Monitor testing progress and report on defects