Client Support Specialist

• 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. 

• 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. 
• Translate end‑user language to technical resource jargon and vice‑versa. 
• 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. 

• Demonstrate excellent time‑management and listening abilities. 
• Be capable of clearly describing technical details in emails, chats, and calls. 
• Exhibit excellent verbal and written communication, organizational, and follow‑up skills. 
• Possess an extensive understanding of basic computer principles. 
• 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. 

Robust healthcare options – Options include a plan that is 100% covered by Ministry Brands for employee only coverage as well as a generous HSA contribution by the company. Employees have several healthcare options to choose from in order to find what works best for them.