Job Description

We are seeking a customer-focused organized and solutions-oriented Client Support Specialist to provide professional assistance to clients address inquiries resolve service-related issues and ensure a positive client experience.

The Client Support Specialist will serve as a key point of contact between the organization and its clients helping customers navigate products services account-related requests and support processes. This role requires excellent communication skills strong problem-solving abilities attention to detail and a commitment to delivering timely and effective support.

The ideal candidate is patient adaptable and capable of managing multiple client requests while maintaining professionalism and building long-term client relationships.

Key Responsibilities

• Respond to client inquiries through email telephone live chat and other approved communication channels.
• Provide accurate information regarding company products services policies procedures and account-related matters.
• Troubleshoot client issues and coordinate appropriate resolutions within established service guidelines.
• Document client interactions requests complaints and resolutions in customer relationship management (CRM) or support systems.
• Assist clients with account setup service requests product navigation and routine administrative tasks.
• Monitor outstanding support requests and follow up to ensure timely resolution.
• Escalate complex technical billing or service-related issues to the appropriate internal departments.
• Maintain clear professional and empathetic communication throughout the support process.
• Identify recurring client concerns and recommend improvements to support procedures and service delivery.
• Collaborate with sales operations technical support account management and other teams to address client needs.
• Maintain accurate records of client communications feedback and support activities.
• Help clients understand available services features and resources relevant to their needs.
• Follow established service standards data-handling procedures and company policies.
• Contribute to customer satisfaction client retention and continuous service improvement initiatives.
• Meet established performance expectations for response times resolution rates service quality and customer satisfaction.

Required Qualifications

• High school diploma or equivalent; an associate or bachelors degree in Business Administration Communications or a related field is preferred.
• Previous experience in customer service client support customer success or a related role is an advantage.
• Excellent written and verbal communication skills.
• Strong interpersonal skills and the ability to communicate professionally with diverse clients.
• Effective problem-solving critical-thinking and conflict-resolution abilities.
• Strong organizational skills and attention to detail.
• Ability to manage multiple requests and prioritize tasks in a fast-paced environment.
• Basic proficiency with email office productivity tools customer support platforms and CRM systems.
• Ability to work independently while collaborating effectively with team members.
• A customer-first mindset and a commitment to delivering reliable service.

Preferred Qualifications

• Experience using CRM or customer support platforms such as Salesforce Zendesk HubSpot or similar systems.
• Familiarity with ticketing systems support queues and service-level agreements (SLAs).
• Experience supporting business clients or managing account-related inquiries.
• Basic technical troubleshooting skills.
• Experience preparing service reports and maintaining client documentation.
• Familiarity with remote communication and collaboration tools.

Core Competencies

• Client relationship management
• Customer service and support
• Written and verbal communication
• Problem-solving and troubleshooting
• Active listening and empathy
• Conflict resolution
• Time management and prioritization
• Recordkeeping and documentation
• Attention to detail
• Teamwork and collaboration
• Adaptability and continuous improvement

Key Performance Indicators

Performance may be evaluated based on:

• Client satisfaction and service quality
• Response and resolution times
• First-contact resolution rate
• Support request completion
• Accuracy of documentation
• Compliance with service-level standards
• Client feedback and retention
• Contribution to service improvements

Compensation

Indicative Annual Salary Range: $65000$90000 depending on experience qualifications location and job responsibilities.

The compensation package may also include applicable benefits performance incentives and other company-sponsored programs.

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