Client Support Specialist

Client Support Specialist

Requirements

• 1+ years of related experience in a client-facing technical customer support role
• High school diploma or equivalent
• Demonstrate industry-specific system knowledge
• Have a demonstrated ability to learn and understand ticketing software applications
• Be proficient in Office 365 (Microsoft Word, Excel, PowerPoint, Outlook, Teams)
• Possess working knowledge of phone queue systems
• Show comfort working with SaaS-related technology
• Be able to organize work using online scheduling software, including Microsoft tools such as Teams, Outlook, and SharePoint

Responsibilities

• Provide user support to improve the experience of customers and/or end‑users of assigned product(s)
• Provide timely responses to customer service inquiries via product ticket system, emails, live chat, and phone calls
• Work with customers to identify and replicate errors and defects through various communication methods to ensure resolution
• Explain complex concepts and technical knowledge in simple terms to less technical individuals
• Identify recurring service requests in your support specialty and offer knowledge base articles or alternative solutions to reduce ticket volume
• Create and review tickets for proper routing
• Discern appropriate resolution and escalation paths; evaluate, document, and escalate technical issues, product bugs, or data concerns for further research
• Function as the subject matter expert in the product(s) and related systems, ensuring comprehensive client support
• Maintain in-depth knowledge of products and stay up to date with ongoing product releases
• Assist in performing testing for potential platform errors
• Create and run preliminary data fixes, updates, or changes
• Assist the Development/Product Teams (when needed) in discussing and testing issues, product bugs, or data concerns
• Adapt, change, and overcome circumstances with a positive attitude and strong work ethic
• Express empathy and remain calm and composed in challenging situations
• Take personal ownership on support issues or assist colleagues with tasks, as needed
• Provide weekend support when required
• Maintain a high level of professionalism with internal and external stakeholders to build positive rapport
• Update customer information in the service database during each call
• Work with the leadership team to stay updated on product knowledge, internal processes, and changes in company or departmental policies
• Collaborate on and contribute to additional tasks assigned by management
• Initiate and/or contribute to conversations and tasks related to the team’s operational improvement
• Ensure that all activities meet or exceed established SLAs and metrics

Preferred Qualifications

• Familiarity with Agile Methodology is a plus
• MySQL certification or experience is a plus
• Prior experience with web technologies, domain management, and DNS configurations is a plus