Client Support Specialist

It's fun to work in a company where people truly BELIEVE in what they're doing!
We're committed to bringing passion and customer focus to the business.

SMI is one of the most highly regarded technology producers in the human services field. We develop state-of-the-art solutions for complex human service operations. To maintain our prominence in this competitive industry, SMI recruits individuals who are technical, creative, client-focused, and most importantly willing to go the Extra Mile. In our 50th year as a family-owned and operated business, SMI considers its employees and clients part of an extended family. We are a family serving families. Our culture is one of teamwork, dedication, empowerment, and a strong emphasis on work-life balance. We offer an optimal atmosphere for career growth and achievement while remaining competitive in terms of compensation and benefits. We are a multi-state operation and administrative private company with a staff of over 650 employees throughout the United States. We depend on the expertise of our SMI team to support and develop the very best systems and product lines in the industry and expect continued innovation. If you are looking for a meaningful and fulfilling career, we hope that you will consider SMI.

Job Summary: Under limited supervision, provide support to Internal Data System and SMILE Financial Management System customers by answering questions and solving problems; serves as a resource to State users; tracks problems through resolution.

Key Functions/ Basic Duties:

• Answers customer calls and emails in an appropriate and timely manner and document accordingly in tracking system.
• Assists users by resolving routine issues and requests, referring to Developers or Project Manager if needed or as appropriate. 
• Verifies problem resolution with customers to ensure customer satisfaction.
• Works with customers and team members to define and refine system requirements and document accordingly in tracking system.
• Performs testing of all upgrades or changes to the systems, providing pertinent information to developers and/or supervisor and document accordingly in tracking system.
• Run standard monthly reports as assigned and format as directed.
• Perform verification of standard reports as well as ad hoc report requests.
• Serve as backup for ACH (Automated Clearing House) Manager on daily electronic payments responsibilities. 

Additional Duties:

• May be responsible for planning and conducting training to system users as needed.
• May be responsible for maintaining the online system manual.
• May be responsible for verifying and transmitting statewide reporting to external partners.
• May be responsible for answering after hours support calls and supporting customers by answering questions and solving problems.
• Participates in regular and impromptu meetings with team members and/or clients.
• Participates in educational programs and meetings as available for continuing professional education.

Education and/ or Experience:

• Prefer subject-matter expertise and experience with accounting systems as well as with government accounting policies, practices, and procedures and familiarity with GAAP (Generally Accepted Accounting Principles).  Client Support Specialist should be able to apply this knowledge when analyzing data from different queries/reports and/or comparing data from different queries/reports to ensure successful outcomes, resolution to issues, or appropriate testing results. 

Language Skills: English

Computer Skills: Microsoft Office Suite

Perks:

• Paid Training
• Contribute to your financial security with Retirement Savings plan investments (401K)
• Enjoy paid time off and paid holidays
• Health Club Reimbursements
• Career Growth Opportunities
• Coworkers Who Feel Like Family

We are an Equal Opportunity Employer. We are a Drug-Free Workplace.

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