Naylor Association Solutions

  • SaaS Administrative Support Specialist

    Job Location US-VA-Tysons Corner
    Type
    Regular Full-Time
  • Overview

    The SaaS Administrative Support Specialist is responsible for serving as the first point of contact for clients seeking technical assistance; and internal SaaS project organization to create standards, controls, to ensure data quality, and provide data entry. This position also works in support of and in conjunction with the Account Management and Implementation teams.

    Responsibilities

    (33%) Careers Solutions Operational Support

    • Serve as the relief operational support for the Career Solution team. This entails providing backup as necessary in the following areas:
      • Level One: triage, investigate and resolve (no escalation)
        • Interacts with clients and troubleshoots problems to provide a high level of client satisfaction
        • Determine the best solution based on the issue and details provided by clients
        • Follow-up and update client status and information in Client Relationship Manager
        • Identify and suggest possible improvements on procedures
      • Level Two: triage, investigate and involve Account Leads or other internal departments to resolve direct unresolved issues to the next level of support personnel
        • Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
        • Taking ownership of client issues reported and see problems through to resolution
        • Pass on any feedback or suggestions from clients to the appropriate internal team

    (33%) AMS Operational Support

    • Serve as the relief operational support for the AMS team. This entails providing backup as necessary in the following areas:
      • Level One: triage, investigate and resolve (no escalation)
        • Interacts with clients and troubleshoots problems to provide a high level of client satisfaction
        • Determine the best solution based on the issue and details provided by clients
        • Follow-up and update client status and information in Client Relationship Manager
        • Identify and suggest possible improvements on procedures\
      • Level Two: triage, investigate and involve Account Leads or other internal departments to resolve direct unresolved issues to the next level of support personnel
        • Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
        • Taking ownership of client issues reported and see problems through to resolution
        • Pass on any feedback or suggestions from clients to the appropriate internal team

     

    (33%) Administrative Support

    • Provide administrative support to internal team initiatives, including ongoing organizational maintenance of contract and client information in systems.
    • Providing ongoing organizational maintenance of market research and data analysis for business projections.
    • Perform proactive outreach to clients to confirm satisfaction of software usage, update client information and forward client product needs information to Account Management and Business Development Teams.
    • Organize and maintain accurate contract records and contact information for SaaS clients in relationship management systems.
    • Maintain online and print libraries of reference and resource documents, including but not limited to, user guides, marketing templates, white papers, samples and any other educational resources.
    • Proactively support the internal SaaS teams on a variety of tasks and projects, and coordinate resources when necessary.
    • Other duties as assigned.

     

    Qualifications

    • Bachelors Degree preferred or High School Diploma with 3-5 years of relevant work experience in administration, software support, and/or project coordination.
    • Exceptional written and verbal communication skills – successful incumbents must possess the ability to articulate both low level technical and functional aspects of our products and services during client support and training.
    • Must possess the ability to comfortably interact via phone, email and face-to-face with clients, internal staff, and executives.
    • Must possess strong time management skills, attention to detail, and the ability to handle demanding deadlines, multiple tasks and priorities.
    • Must have advanced proficiency in Microsoft Excel (Formulas, V=Lookup, Pivot Tables)
    • Must have intermediate proficiency in Microsoft Word and PowerPoint.
    • Must possess the collaboration skills to successfully work in a cross-functional team.

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