We’re Hiring: Client Support Agent/Project Associate

Transform your workspace and your career—join us for a flexible work-from-home role that fits your lifestyle! 

We are currently on the lookout for a Client Support Agent/Project Associate to join our team at Cloudstaff, the #1 workplace everywhere! Get hired from now until December 2024 and get 2 tickets for you and your loved one to this year's year-end party at The Philippine Arena featuring global musicians, Air Supply.  

Role: Client Support Agent/Project Associate

Work Arrangement: Work from Home

Schedule: Night shift  

Job Description: 

This role is a CS Everywhere - Work from Home setup with unlimited access to Cloudstaff Offices when you need it. CS Everywhere includes Fiber Internet, Backup Internet, UPS, PC/Laptop. Ability to use the office when there are Internet or power issues. Pop in and have a coffee with teammates.

Our US-based client provides insurance companies with a digital payments platform designed to maximize retention of the new generation of policyholders—while reducing security risks and minimizing payment processing costs. The company has become the fastest growing digital payments platform in the insurance industry, and now manages more than $15 billion a year in payments for customers. Our talented, ambitious, and innovative team of professionals work collectively to disrupt, pioneer, add value, to solve challenges for our customers and their insureds.

As a PSO (Professional Services Office) Client Support Agent/Project Associate in our Professional Services department, you will be responsible for the end-to-end management of change requests, ensuring successful implementation and exceeding client expectations. Your role involves triaging and managing a queue of client requests, from minor updates to new functionalities. You will translate objectives into actionable plans, coordinate with technical teams, and collaborate closely with clients to ensure project goals are met efficiently. As the primary point of contact, you will be viewed as a product expert and trusted advisor, ultimately driving customer success.

Key Responsibilities: 

• Review, prioritize, and manage a queue of change requests
• Coordinate with technical teams to ensure accurate and timely deployment of changes
• Build realistic implementation estimates
• Communicate regularly with clients to provide status updates on requests
• Ensure all change requests are processed in alignment with company standards and client expectations
• Identify and resolve any issues that may arise during the change management process
• Assist in the definition of project scope and objectives, involving all relevant stakeholders and ensuring technical feasibility
• Measure project performance and project status using appropriate tools and techniques
• Effectively report and escalate issues to management
• Create and maintain comprehensive project documentation

Requirements:  

Skills & Abilities:

• Experience in case coordination, change management, or a related field
• Strong organizational skills and attention to detail
• Excellent communication skills, both written and verbal
• Ability to work collaboratively with technical teams
• Familiarity with Microsoft applications, project tools, and project methodologies is a plus
• Measure case performance and status using appropriate tools and techniques
• Skilled at identifying project interdependencies and complexities, and mobilizing appropriate resources to maximize productivity, manage risk, and minimize variance during execution
• You possess creativity, flexibility, variety, and growth potential
• You are decisive, collaborative, flexible, supportive, and able to quickly prioritize without becoming easily flustered
• You must be a fast learner, enthusiastic, and adaptable

Education & Experience: 

• A bachelor’s degree is preferred, but an associate’s degree with relevant experience is acceptable.
• Proven track record of managing multiple initiatives, cases, or change requests simultaneously
• Experience in project management, change management, or client-facing roles is a plus
• Experience and understanding of the Software Development Life Cycle (SDLC) and interfacing with DevOps or IT teams is a plus
• Industry experience not required, but is a plus
• At least one year of night-shift experience is required.
• Working hours are 8am-5pm Eastern Time Zone (subject to change)
• English fluency required. 

Desired Traits:

• Growth Mindset, Problem Solver, Demonstrates Ethical Behavior, Leverages Resources, Strong Drive, True Team Player, Supportive & Adaptable to Change, Commitment to Personal & Professional Development, Strong customer service focus.

Perks & Benefits (Work From Home) :  

- Comprehensive health and life insurance on your 16th day of employment, covering 1 free dependent on the 16th day of employment  

- Flexible leave credits which may be used for vacation, emergency and sick leaves  

- Quarterly perks boxes for WFH staff, offering groceries and snacks to keep you fueled  

- Superb and exciting Mid-Year Parties – with items to give away and cash prizes!  

- Endless opportunities for career advancement  

- Annual Performance Review with Salary Increase  

- We set you up for success with a company-provided PC/Laptop and fiber internet connection  

- Tech-on-wheels Support  

- Participate and join our CS Social Clubs and Special Interest Groups to connect with colleagues  

- International career growth and connections  

- Unlimited cash incentives for hired referrals  

- Mental Wellness Employee Assistance program through Lifeworks  

- In-house psychiatrist available to support employees' well-being  

- Become part of the Employee Share Units program  

- Cloudstaff Dream Points - To be used for bidding useful items like appliances, kitchenettes etc  

Cloudstaff: Build Your Career, Anywhere  

Established in 2005, Cloudstaff is a leading outsourcing company that empowers businesses to thrive through smarter talent solutions. We're passionate about creating a work environment that fosters your professional growth and overall well-being.  

Why Cloudstaff is the #1 Workplace?  

Award-winning Culture: We're committed to building the #1 Workplace Everywhere, with a proven track record of staff engagement initiatives and industry recognition  

Invest in You: We support your development through comprehensive training programs, mentoring and opportunities for career advancement  

Thrive as an Individual: We offer a strong work-life balance with flexible schedules, meaningful perks and a collaborative team environment.  

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