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Client Support Specialist
at Donnelley Financial Solutions
Phoenix, AZ

Client Support Specialist
at Donnelley Financial Solutions
Phoenix, AZ

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Short Description

The Client Support team acts as a project manager and service liaison between customer, service, and multiple production platforms.  Providing expert assistance and education to clients who are developing their skills for use with ActiveLink and the ActiveDisclosure platform. Resolve internal and external customer queries on best ways to manage their documents in Word, Excel, or PowerPoint. Liaise between the ActiveDisclosure Service team, Document Services, Product Support, Learning and Development, Sales, and the Customer.


The Client Support Team:

  • Advocates on behalf of the client with a proactive, collaborative approach to all departments and the production team. 
  • Uses experience and knowledge, including that of XBRL, to provide advisory and consultant services to clients to provide direction in meeting their project needs and goals to achieve and meet all regulatory requirements of the client.
  • Will assist clients in utilizing ActiveDisclosure to produce documents, electronic filings and print jobs in order to achieve the objectives of customer expectations, company policy, and profit and quality requirements. 
  • Applies understanding of customer’s business needs in building solid customer relationships, monitoring customer satisfaction, and providing consulting. 
  • Primary focus is to provide support to clients in the absence of their Service Team.
  • Provide training to clients regarding the use, functionality, and navigation of the systems and system functionality enhancements.
  • Provide support via telephone/email/web contact using Salesforce for logging and tracking client interactions.
  • Provide day-to-day support for the customer, answer questions or assist in resolving data and formatting issues, provide recommendations on new/unique situations, and process more difficult changes/requests, filing questions, print questions.
  • log customer interactions and resolve queries based on defined level of expertise.
  • Accurately prioritize issues based on severity, urgency, and impact to the business.
  • Track all outstanding cases until successful resolution.
  • May be responsible for consulting with the client to research and compile all required data elements needed to prepare the appropriate electronic filing.
  • proactively identify opportunities for education, improvement, and will escalate interactions beyond level of expertise as appropriate within defined procedures.
  • Engage appropriate departments to verify the issue and determine the root cause on issues that arise.
  • When asked by the Service Lead, will monitor progress of jobs throughout production, providing assistance to the client and production where needed.
  • Performs other related duties and participates in special projects as assigned


The duties and responsibilities described above are the essential functions of the job.  The qualifications below are representative of the knowledge, skills, and/or abilities required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

HS diploma or equivalent with 4-6 years of relevant production experience in manufacturing, operations, or office environment directly related to the duties of the job, OR demonstrated ability to meet the job requirements through a comparable amount of education, training, and work experience.  Additional education certifications are helpful but not required.

  • Must be a self starter and able to complete work with a minimum level of supervision.  Work is typically performed under minimum supervision, receiving some guidance from manager/supervisor about work to be completed and how to complete assignments.
  • Able to apply broad work experience and knowledge when analyzing complex problems.  Must be able consistently identify critical elements, variables and alternatives to develop solutions. 
  • Must have strong organizational skills with ability to manage deadlines and prioritize workload and make adjustments to meet business needs.
  • Able to apply excellent business acumen and collaborative skills when resolving problems.
  • Able to apply excellent functional computer knowledge in utilizing Microsoft Windows, or other technical tools in completing assignments.  Able to apply expertise in all the tools or applications used to complete work assignments.
  • Requires excellent communication skills with ability to state messages in a clear manner by using language that is easy for others to understand.   Able to explain programs policies and procedures in language that is understood by others. 
  • Able to write with the clarity and precision necessary for the work being performed.
  • Financial print background, either Service or Production, a plus.
  • Additional job requirements may be listed on the staffing requisition.
  • Hours are second or third shift, must be flexible.

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