Technical Writer/Client Service Analyst

Job Title: Technical Writer/Client Service Analyst (TWCSA)

Location: Orlando, FL 

Reports To: Director of Client Services

About LSQ

LSQ provides businesses better solutions to manage their cash flow. Offering supply chain finance (LSQ FastTrack) and invoice purchase funding solutions, LSQ provides buyers & suppliers with a simple, secure, and transparent funding experience. With working capital from LSQ, a business can purchase more inventory, fill more orders, and take advantage of new growth opportunities. Our creative and timely approach to providing working capital allows our clients and partners to drive business success.

Position Summary

We are searching for a highly-engaged and knowledgeable Technical Writer/Client Service Analyst (TWCSA) to join our Client Services team. There are two key components of this role: 1.) to assist in identifying client issues and helping to develop & maintain the resources required to assist clients in their ability to self-serve in resolving issues; 2.) interact directly with clients, to both assist in addressing their real-time issues (i.e., provide live ‘customer support’) plus to acquire information that will help in building out LSQ’s ‘knowledge base’ resources. This person will work very closely with other colleagues (e.g., the Product development & Supplier Success teams) to help strengthen our various customer support ‘channel’ capabilities (e.g., self-service capabilities within the FastTrack supplier portal; provide written updates to our ‘knowledge base’).  

A top-notch TWCSA will demonstrate excellent time management skills and be passionate about client service and self-improvement. Ideal candidates should be great brand ambassadors who are willing to go the extra mile to ensure client satisfaction.

Technical Writer/Client Service Analyst responsibilities:
  • Create and maintain self-service support materials and documentation for clients
  • Manage client-facing knowledge base
  • Provide accurate, detailed and immediately-available information to clients, both in written form plus through direct client interaction
  • Directly support the ability to promptly respond to client requests, issues and concerns via email, phone, and chat channels

  • Demonstrate strong relationship management skills

  • Provide clients with a high level of service

  • Correspond with clients to resolve their problems

  • Ability to efficiently identify client needs and determine how to address them (e.g.,  determine whether to resolve issues directly or escalate them to another individual/group)

  • Provide complete & clear information about the products or services to clients

  • Collaborate with colleagues and/or managers to find the best solutions to clients issues

  • Identify common problems and escalate them to management, along with recommendations for improvement, wherever possible

  • Maintain a polite, helpful, and professional manner at all times

  • Obtain and share client feedback with colleagues and other departments so that products and services can be improved

  • Familiarize yourself with new products and services as they are introduced

  • Attending meetings as required

  • Respect client confidentiality at all times

  • Demonstrate conflict management skills to resolve issues that may arise

TWCSA Requirements:
  • Associates Degree in Business, Communications, Finance, Technology or a related field
  • Practical experience with the following tools is a plus:

    • Helpdesk software, such as JIRA

    • CRM software, such as Salesforce

    • Microsoft & Google Suite

  • Previous experience in a client service role is preferred

  • Sound judgment and excellent problem-solving skills

  • The ability to respond appropriately under pressure

  • A positive attitude and the ability to build relationships with clients

  • Superb written and verbal communication skills

  • Good to have API documentation

Position Type

This is a full-time position.

Travel

There is minimal travel expected for this position. 

Physical Demands

While performing the duties of this job, the employee is regularly required to sit and use hands to finger, handle, or feel. The employee is frequently required to reach with hands and arms and talk or hear. The employee is occasionally required to stand; walk and stoop, kneel, crouch. 

 LSQ is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived, race, religion, color, sex (including pregnancy and gender identity), sexual orientation, parental status, national origin, age, disability, family medical history or genetic information, political affiliation, military service, any other non-merit based factor or any other characteristic protected by applicable federal, state or local laws. Our leadership team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment. If you’d like more information about your EEO rights as an applicant under the law, please click here http://www1.eeoc.gov/employers/poster.cfm