Client Success Associate

Job Title:

Client Success Associate

FLSA Status:

Non-exempt

Reports to:

Systems Engineer

Classification:

Classified Salary IIIC

Dept./School:

TechnologyServices

Terms of Employment:

260 days

Job Summary:

The Client Success Specialist is responsible for providing high-quality front-line support, ensuring effective ticket triage, and managing the logistics of shipping and receiving. This person ensures that client requests are handled with professional follow-through and that technology is processed efficiently to support district goals. This position maintains organized workflows for shipping, receiving, inventory, and bulk production tasks. A Client Success Specialist facilitates clear communication between the technology department and its end-users.

Qualifications:

Education/Licensure/ Testing Required/Bonding:

Any combination of education and work experience equivalent to:

• High school diploma.
• Customer Service or Helpdesk certification preferred.

Experience Required:

• Experience working in a high-volume customer service or technical support environment.
• Experience with logistics, shipping/receiving, or inventory management.
• Experience managing multiple administrative priorities simultaneously.
• Exceptional verbal and written communication skills.

Skills, Knowledge and/or Abilities Required:

Skills:

• Strong organizational skills and attention to detail.
• Effective problem-solving and diagnostic skills for triaging client needs.
• Proficiency in using helpdesk ticketing software and office productivity suites.
• Create clear documentation for end users.

Knowledge:

• Knowledge of modern customer service principles and techniques.
• Familiarity with basic hardware components and shipping/logistics providers.

Abilities:

• Ability to communicate technical information clearly to non-technical users.
• Ability to maintain focus and productivity in a fast-paced environment.
• Ability to lift and move hardware as required for shipping and receiving.

Essential Functions:

May include, but are not limited to, the following:

• Serve as the primary point of contact for the helpdesk, answering calls and performing initial intake.

• Perform ticket triage by assessing urgency and routing requests to the appropriate technical staff.

• Provide consistent client follow-through to ensure service satisfaction and issue resolution.

• Manage the lifecycle of hardware repairs, including the shipping and receiving of equipment.

• Process documents and materials (e.g. schedules, mail, package deliveries, etc.) for the purpose of disseminating information, hardware, and printed materials to appropriate parties.

• Monitor the status of open service tickets to ensure timely updates for clients.

• Maintain accurate documentation of shipping logs, inventory movements, and print job statuses.

• Collaborate with technical team members to streamline customer service workflows.

• Assist in the identification of recurring client issues to support process improvement and training initiatives.

• Ensure all customer service interactions adhere to departmental standards and protocols.

• Assist technical team members with basic troubleshooting and hardware staging.

• Provide administrative support for department procurement or asset tracking.

• Maintain organizational standards in the hardware storage and shipping areas.

• Continue to develop skills in customer service software and helpdesk platforms.

• Coordinate with the district courier or travels between sites as necessary to manage hardware and materials deliveries.

• Provide backup support to other positions in case of absence or work overload.

• Perform other related duties as assigned.

• Work collaboratively and communicate effectively with staff and customers at all organizational levels.

• Demonstrate professionalism and appropriate judgment in behavior, speech, and dress.

• Maintain regular and consistent attendance and punctuality.

• Confer regularly with immediate supervisor, or designee.

• Follow all district policies, work procedures, and reasonable requests by proper authority.

• Fulfill daily tickets, provide voice and remote support as needed to ensure minimal disruption to the learning environment and maintain smooth classroom operations.

• Travel between sites as necessary

Mental Demands/Physical Demands/Environmental Factors:

Tools/Equipment Used: Standard office equipment; personal computer and peripherals; calculator, multi-line phone system; copier

Communications/Other Equipment: Cellular phone; instructional equipment

Posture: Prolonged sitting for prolonged periods; reaching; handling; talking; hearing conversation; near visual acuity with or without visual accommodation.

Motion: Repetitive hand motions including frequent keyboarding and use of mouse; repetitive hand movement and fine motor coordination and dexterity of hands and fingers to operate computer equipment; occasional overhead reaching

Environment: sitting in a confined area and/or standing for extended periods of time; reaching/handling/manual dexterity to operate a computer keyboard, mouse, and other computer components; mobility to work in typical office setting and use standard office equipment.

Physical:

Lifting: exerting up to 15 pounds of force occasionally and/or up to 10 pounds of force constantly to move objects and equipment as needed.

Carrying: exerting up to 15 pounds of force occasionally and/or up to 10 pounds of force constantly to move objects and equipment as needed.

Mental Demands: Maintain emotional control under stress