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Customer Service Mast

Client Support Specialist

The Client Support Associate is responsible for assisting customers with technical and product support needs by helping to diagnose and solve technical problems.  Primary responsibilities are answering client questions via phone calls or email. The Client Support Associate makes an essential contribution to client satisfaction by providing prompt, efficient and courteous service to callers.

Key Responsibilities:

  • Provide specific information regarding the services, products or materials offered

  • Assist customers with computer issues and provide troubleshooting information

  • Report and analyze customer’ information and needs

  • Issue billing details and open and close customer accounts

  • Manage and respond to client queries and inform customers of issue resolution

  • Coordinate with other departments to resolve client issues

  • Monitor, report, and escalate status of workflow timelines

  • Contribute to revenue through client retention and by providing excellent customer support

  • Assist with project integration plans for clients, (examination of needs, recommendations, coordination of integrations between vendors, and oversite for technical integrations between systems.)

  • Communicate directly with clients regarding the status of projects and provide answers to client requests/questions

  • Update the client on current issues for additional information

  • Raise high priority/escalation items to management to ensure task are completed promptly

  • Work closely with the Support team to investigate and resolve issues

  • Add other duties as assigned

Basic Qualifications:

  • High school diploma or GED

  • A minimum of 3 years of customer service experience in a call center environment

Other qualifications:

  • Intermediate Microsoft Office skills

  • Experience using a CRM system

  • Exceptional ability to solve problems, take a broad perspective, and influence others

  • Ability to quickly build rapport and to develop long-term relationships with clients and other team members 

  • Extremely high-level escalation management and mature judgment skills

  • Energy, enthusiasm, and flexibility to use problem-solving skills in a growing and challenging environment

  • Excellent verbal and written communication skills

  • Excellent organizational skills and ability to multi-task

  • Strong project and program management skills

  • Strategic Thinking

  • Ability to maintain calm under pressure

  • Initiative and resourcefulness

Preferred qualifications:

  • Some college

  • Salesforce experience

Work remotely temporarily due COVID 19


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