Client Integration Specialist (Tango Support) - ELS, Massachusetts

Overview:
This role is the technical arm of account management and will be responsible for the delivery and execution of client and business-driven requests for a catalog of accounts. As a Client Integration Specialist, you will be responsible for day-to-day account support including but not limited to client requests and issues, program maintenance, technical troubleshooting and data-driven business development. This position reports into a Manager of Client Services.

Responsibilities:
Program Maintenance/Support:

Support for various systems setup and updates (i.e. SNOW, SendGrid, Salesforce, Tango Portal)

Provide top-notch daily support to customers through our ticketing system, using email, chatbot, phone calls and other technologies, as applicable.

Troubleshoot customer issues using tools like Sumo, SendGrid, Salesforce, FullStory, Jira, Netsuite.

Create clearly defined Jira bug tickets, complete with Steps to Reproduce, investigation data, and Acceptance Criteria for our Dev Team.

Support creation of technical documentation.

Ownership of tasks delegated by Client Integration Partners and/or Client Integration Managers.

Troubleshooting/Enhancements:

Responsible for proactive troubleshooting using provided reports and systems

General Client Support:

Know the company history, products, services and internal platforms

Supporting account managers to ensure client health meets or exceeds defined expectations

Qualifications:
Proficient in Microsoft Office, including Outlook, Teams and SharePoint.

Ability to learn from and work well with peers.

Excellent written and verbal communication skills, and organizational skills.

Demonstrates ability to take initiative and make decisions.

Possesses problem solving, analytical and critical thinking skills.

Ability to work cross-functionally.

Ability to work in a fast-paced, team-oriented work environment

Demonstrates strong proficiency in entering, updating, and maintaining large volumes of data accurately and efficiently.

Requirements (E):
Bachelor’s Degree preferred or equivalent experience.

Basic experience and knowledge of working with APIs.

Client Services Experience preferred.

Proficiency with technology and/or technical certifications preferred.