Technical Client Services Representative

About Sapiens:
Sapiens International Corporation (NASDAQ and TASE: SPNS) is a leading global provider of software solutions for the insurance industry, with a growing presence in the financial services sector. We offer integrated core software solutions and business services, and a full digital suite for the property and casualty/general insurance; life, pension, and annuities; and reinsurance markets. Sapiens also services the workers’ compensation and financial and compliance markets.

Our portfolio includes policy administration, billing, and claims; underwriting, illustration and electronic application; reinsurance and decision management software. Sapiens’ digital platform features customer and agent portals, and a business intelligence platform. With a 30-year track record of delivering to more than 600 organizations, Sapiens’ team of over 4,000 employees operates through our fully-owned subsidiaries in North America, the United Kingdom, EMEA, and Asia Pacific. For more information: www.sapiens.com.

Position summary:
The Technical Client Services Representative will provide basic explanations to clients regarding software use, navigation, reporting, and other technical operations. Troubleshoot client issues. Offer technical assistance and ensure proper handling, follow-up, and documentation. When needed, deliver client training sessions on product functionality and best practices, either individually or in small groups.

Responsibilities

Essential functions and responsibilities

• Receive inbound customer calls, email, support tickets, and work to effective resolution.
• Communicates customer suggestions for enhancements and ensures proper handling and follow-up.
• Documents problems and corrective procedures.
• Discover the root cause of issues and communicate corrective actions to clients.
• Under direct supervision, defines and/or resolves customer problems with the designated product line(s)—usually the first point of contact through telephone or email support.
• Conduct client training engagements as needed, including onboarding sessions, new-feature walkthroughs, and refresher training, delivered remotely or on-site.

Additional, non-essential functions and responsibilities

• Works with development personnel to determine problem solutions.
• Attends on-going training to achieve the level of technical skill needed to solve more complex problems.
• Promotes a positive relationship with client base to foster additional product sales and enhance client satisfaction survey ratings.
• Prepares and maintains training materials, such as user guides, job aids, and demonstration scripts, and updates them as product releases change.
• Identifies recurring client issues and knowledge gaps from support interactions and recommends or develops training content to address them

Additional, non-essential functions and responsibilities

• Works with development personnel to determine problem solutions.
• Attends on-going training to achieve the level of technical skill needed to solve more complex problems.
• Promotes a positive relationship with client base to foster additional product sales and enhance client satisfaction survey ratings.
• Prepares and maintains training materials, such as user guides, job aids, and demonstration scripts, and updates them as product releases change.
• Identifies recurring client issues and knowledge gaps from support interactions and recommends or develops training content to address them

The employee must perform all the essential functions/responsibilities for classification in this position.
The above statements are intended only to describe the job’s general nature and should not be construed as an all-inclusive list of position responsibilities. Individuals may perform other duties as assigned, including working in other functional areas to cover absence or relief or equalize peak workload periods.

Requirements

Job requirements, skills, abilities, education, certification, license and training:

• Years of experience: One to three years experience with computer systems, programs, and customer service/help desk.
• Knowledge of specialized or technical terminology related to assigned product lines.
• Proficiency with Windows operating systems and windows office software.
• Excellent written and oral communication skills.
• Ability to explain technical concepts clearly to varied audiences and to deliver presentations or live demonstrations, with experience in client training or user education preferred.
  
  

Ideal candidate will demonstrate the following:

• Must be detail-oriented and possess effective oral and written communication skills.
• Strong organization skills: must be able to work on multiple tasks during the same time frame and meet deadlines with accuracy and efficiency. Must be willing to work extended hours to meet project deadlines.
• The ability to communicate effectively, both verbally and in writing, to a diverse range of audiences and settings.
• Must have a positive attitude, be self-motivated, flexible, and a team player.
• The ability to maintain the integrity of confidential business information, our own and that of the clients.
• Comfortable leading virtual and in-person training sessions, adapting content to the audience’s skill level, and following up to confirm understanding.
  
  

Education, certifications and training:

• High School diploma at a minimum; AA or BA degree in computer sciences is preferred.
• Proficiency with SQL, Terminal Services, Citrix, and manipulation tools and knowledge of Sapiens products and systems; with a working knowledge of the financial services industry is appreciated.
  
  

Physical conditions and requirements:

• Position requires the ability to hear and communicate clearly, orally, and in writing.
• Capable of using a keyboard effectively.
• Frequently required to sit for long periods of time, stand, and walk.