Naylor Association Solutions

  • AMS Support Specialist

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

    The AMS Support Specialist (“Association Management System”) is responsible for serving as the first point of contact for clients seeking technical assistance. As the first point of contact for association staff, primary duties will be to resolve and answer customer inquiries, gather information, research and solve problems and maintain open communication with the association staff. This position works in support of and in conjunction with the Account Management and Implementation teams.

    Responsibilities

    • Provide operational support for AMS clients 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
        • 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
    • Provide system training and act as a liaison between clients/account management and development.
    • 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.
    • Maintain an in-depth knowledge of all Company products, technology and services.
    • 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.
    • Comfortable working with technology, navigating multiple computer systems and applications.
    • 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 intermediate proficiency in Microsoft Word, Excel and PowerPoint.
    • Must possess the collaboration skills to successfully work in a cross-functional team.

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