Client Care Specialist

Company Description:

GovDelivery is the world's leading e-mail subscription management system designed specifically for the public sector. It empowers organizations to provide citizens with better service and access to relevant information by proactively delivering new information through e-mail, wireless alerts, and RSS. GovDelivery is used by over one hundred public sector organizations worldwide, including the FBI, Center for Disease Control, Social Security Administration, U.S. Departments of Defense, Labor, State, Agriculture, Transportation, and Commerce; U.K. Parliament; Washington, D.C.; Orange County, CA; the cities of St. Paul and Minneapolis (MN); Tri-County Metropolitan District of Oregon (TriMet); and many other cities, counties, state agencies and transit authorities across the country.

These public sector organizations send millions of targeted e-mail messages using GovDelivery every month. In the past year, the company has doubled its client base and grown its workforce by over 60% to keep pace with its rapidly growing client base. GovDelivery is one of the fastest growing software companies in the Twin Cities of Minneapolis and St. Paul. The company received the Minneapolis St. Paul Business Journal's 2006 Fast 50 award, an award given to the 50 fastest-growing private companies in the Twin Cities. We are passionate about helping government entities around the world communicate more effectively with the public.

Our growth into the #1 sender of government-to-citizen e-mail is fueled by our commitment to client satisfaction and technological innovation. Join us if you want to be part of a fast-growing company where you can develop a rewarding career, work with top people, and make a difference in the world by improving government-to-citizen communication.

Position Description:

As a member of the GovDelivery Client Services team, the Client Care Specialist is focused on supporting the GovDelivery ESM system and responding to and solving client issues. The ideal candidate will be passionate about customer service, possess a strong technical aptitude, and possess good organizational skills, as well as a desire to learn, and excellent verbal and written communication skills. The ideal candidate will have excellent problem solving skills, be able to investigate issues from recognition to resolution, escalate as needed to other departments, and communicate effectively with customers throughout the process. Successful employees within Client Services have demonstrated the ability to quickly master our products both functionally and technically.

Responsibilities:

• Provide support and assistance for clients using GovDelivery products and services
• Respond to client help desk tickets via e-mail and phone
• Interact with clients to understand their issues and find solutions
• Act as a liaison between the client and our development staff for technical issues
• Prioritize and escalate issues according to guidelines and protocol, and track to resolution
• Multi-task several support issues at once
• Acquire and maintain detailed knowledge of all GovDelivery supported products and features
• Conduct group and one-on-one online GovDelivery training sessions for new client administrators
• Generate usage reports for existing customers which include recommendations for improved system usage and product adoption

Qualifications:

• Previous work in technology industry
• Application product support experience, preferably in Software as a Service (SaaS)

Skills:

• Strong verbal and written communication skills
• Excellent organizational skills
• Strong troubleshooting and problem solving skills - need to be able to document and replicate users technical problems, identify and correct the issue, and clearly communicate the solution
• Excellent computer skills (MS Office Suite)
• Must be able to work well with other staff and departments
• Demonstrated working knowledge of internet technologies, including e-mail, RSS, browser programs & text messaging/SMS
• Basic understanding of HTML a plus

Education:

• BA/BS or equivalent experience

Compensation:

This position is critical to the success of our business and the compensation package will be tailored to the candidate commensurate with candidate's experience and skills. Benefits include paid vacation and holidays, medical and dental plan, and matching 401(k).

To apply for this position, send your resume to:
GovDelivery, Inc.
Attn: Client Services Director, Sarah Heikkila
380 Jackson Street, Suite 550
Saint Paul, MN 55101
-or- careers@govdelivery.com