Client Support Representative

Client Support Representative

S1

Summary/Objective

The Client Support Representative is integral to facilitating the effective utilization of our products by partners and clients. This role encompasses reactive support, requiring skills in de-escalation, research, and rapport-building with partners and clients. Emphasizing adaptability, problem-solving, and communication skills, the employee assists clients in troubleshooting technical issues, navigating our products, and extracting optimal value from our offerings. The role further involves meticulous documentation, systematic feedback collection, and a commitment to continuous improvement to refine our processes and services. The overarching objective is to deliver exceptional client service, aiding clients in achieving success in their hiring processes through comprehensive assistance, feature education, and clarification of standard or premium package benefits.

Core Job Duties

• Provide customer service and technical support to both clients and applicants through incoming calls, emails, and chats.
• Act as the first line of contact to resolve client issues while keeping the manager informed throughout the entire process.
• Perform warm hand-offs.
• Build strong customer relationships.
• Troubleshoot and resolve technical issues reported by users or discovered during testing and maintenance.
• Submit bugs to Tier 2 support for processing and testing.
• Write detailed notes in CRM and other systems as needed.
• Schedule appointments on calendars.
• Generate reports.
• Handle confidential information with discretion.
• Assist with project management tasks.
• Adhere to company and departmental policies.
• Other duties as assigned.

Job Complexity

Acquires job skills and learns company policies and procedures to complete routine tasks. General knowledge of core elements or concepts within their role.

Interaction

Works on assignments that are routine or repetitive in nature, requiring limited judgment or subject matter knowledge. Has little or no role in decision-making.

Supervision

Normally receives detailed instructions on all work. Works under close supervision.

Experience

Typically requires no previous professional experience.

Scope

N/A

Discretion

N/A

Minimum Qualifications

• High school diploma or equivalent.
• Attention to detail.
• Excellent communication skills.
• Confidence in decision-making and the ability to explain processes or choices.
• Ability to work collaboratively in a team.
• Logic and analytical skills.
• Problem-solving abilities.
• Demonstrated initiative.
• Excellent multitasking skills and task management strategies.
• Accountability and follow-through on assigned tasks.

Additional Preferred Qualifications

• One year of experience in customer service preferred.
• Experience with Microsoft Excel and Microsoft Word preferred.
• For the ProScreening team, knowledge of the background screening industry or process preferred.

Physical Demands

Prolonged periods of sitting at a desk and working on a computer. Must be able to lift up to 15 pounds.

Travel Required

Yes, up to 15% domestic travel may be required.

Work Authorization

Employee must be legally authorized to work in the United States.

FLSA Classification

Hourly, non-exempt

Location

Remote - any approved U.S. states

Internal Job Title

Client Support Representative

Effective Date

July 1, 2026

About isolved

isolved is an employee experience leader, providing intuitive, people-first HCM (Human Capital Management) technology. Our solutions are delivered directly or through our partner network to more than five million employees and 145,000 employers - who use them every day to boost performance, increase productivity, and accelerate results while reducing risk. Our HCM platform, isolved People Cloud, seamlessly connects and manages the employee journey across talent management, HR & payroll, workforce management and engagement management functions. No matter the industry, we help high-growth organizations employ, enable and empower their workforce by transforming employee experience for a better today and a better tomorrow. For more information, visit www.isolvedhcm.com.

isolved is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. isolved is a progressive and open-minded meritocracy. If you are smart and good at what you do, come as you are. Visit www.isolvedhcm.com/careers for more information regarding our incredible culture and focus on our employee experience. Visit www.isolvedeebenefits.com for a comprehensive list of our employee total rewards offerings.