IR Technical Specialist

Responsible for providing expert guidance to clients on the IR product suite and executing client inquiries to improve their capabilities and support their service needs that could impact their success, and work with internal stakeholders to create remediation plans, ensuring adherence to established company and departmental policies and procedures.

Essential Duties:

• Execute clients’ inquiries with highest priority while ensuring quality and delivery of services in a timely manner.
• Maintain current and up-to-date knowledge of clients.
• Analyze client complaints and/or internal concerns which will include researching and collecting data, acting as a liaison for internal and external stakeholders, troubleshooting and compiling lists of alternative solutions to determine the best course of action.
• Maintain a good working knowledge of the investor relations industry, products and services offered; continuously keep up to date on best practices and provide feedback where opportunities exist.
• Respond with a sense of urgency to problems escalated to employees level.
• Participate, when necessary, in client meetings to identify issues and make recommendations on how to eliminate future occurrences.
• Escalate to management any situation outside the employees control that could adversely impact the service provided to the client.
• Collaborate with senior team members and management when client expectations are unrealistic and recommend feasible solutions.
• Ensure quality resolution and thorough and accurate documentation of issues.
• Provide analysis and feedback to management staff and appropriate departments regarding recurring problems.
• Participate in creating, administering, and continuously updating procedures for resolution of all related issues.

Minimum Qualifications:

• Bachelors degree from an accredited college or university with major course work in business administration, communication, project management, marketing, or a related field required. Equivalent work experience in a similar position may be substituted for educational requirements.
• Minimum 2 years increasingly responsible customer service or client development experience required.
• Excellent written and verbal communication skills in English, knowledge of other languages would be considered as strong advantage.
• Excellent presentation & training skills
• Must stay up to date with technology and product innovations.
• Displays demonstrated knowledge of, and ability to use and learn various technology tools.
• Strong interpersonal & communication skills
• Embraces collaborating with teammates.
• Ability to handle frequent change.
• Comfortable training and/or interacting with clients at all levels of an organization.
• Knowledge of basic HTML, CSS and Drupal CMS is required.
• Good knowledge of Microsoft suite required.

ABOUT US
Connecting people with each other and the right information is mission critical. Our Company develops innovative cloud-based technology to make it easier, more effective and more efficient to make the right connections. Our solutions put people in sync with each other and the right information, so they gain the insight needed to reach better decisions on the issues that matter most. We do it with a laser focus on reliability.

The Company is a leading provider of technology-driven, communication services, serving Fortune 1000 companies and other clients in a variety of industries, including telecommunications, retail, financial services, public safety, technology and healthcare. For more than 30 years, we have been leading the way in hosted and cloud-based solutions.

Our solutions connect people with each other and the information needed to gain insights for better decisions on the issues that matter most – Information to Insight.

Our Company has sales and/or operations in the United States, Canada, Europe, the Middle East, Asia Pacific, Latin and South America and is an Equal Opportunity Employer – Veterans/Disabled and Other Protected Categories. Our Company welcomes and encourages applications of individuals with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

ABOUT THE TEAM
Notified® is a business segment within West, and is the world’s only communications cloud for events, public relations, and investor relations to drive meaningful insights and outcomes. Our Events Cloud enables event planners, marketers, and communications professionals to create unforgettable experiences which build brand and community engagement through hybrid events, conferences, trade shows, town halls, and product launches. Notified’s PR Cloud enables public relations professionals to reach global audiences, monitor brand sentiment, send press releases via GlobeNewswire®, measure success, and drive earned media. Navigate the media landscape and tap into real-time analytics from an integrated, intelligent, and easy-to-use platform. The Investor Relations Cloud enables investor relations professionals to manage communications – earnings calls, regulatory filings, press releases, investor days, and IR Websites – to maximize shareholder value. Activate your market strategy and manage dynamic communications and regulatory requirements from one platform.

At Notified we place a lot of value in giving our clients the solutions and support they need to operate efficiently and successfully. This same desire we use to set our customers up for success applies to our employees as well. Notified is committed to helping our employees and their families maintain a healthy work/life balance, to build a financially secure future. Self-development and learning are key with all our global employees having access to our internal learning and development university DevelopU for career and skills enhancement.