The Client Support Specialist is a dynamic help desk client support role responsible for triaging internal and external support requests.
Responsibilities
1. Serve as the first line of support to our clients.
2. Troubleshoot issues and support requests.
3. Prioritize and triage support tickets to the appropriate team based on the support requested by the client.
4. Work closely with our technical operations team to identify and prioritize client issues.
5. Process and resolve tickets effectively and efficiently.
6. Track and manage metrics around support tickets.
7. Support Client Success Managers in completing project details for submission to the technical support team.
8. Manage project details needed for record keeping and analysis (e.g. phone numbers, delivery methods, question library, client-facing resources, etc).
9. Provide input for the highest priority material for the Clearspeed Knowledge Base.
10. Support Client Success and DevOps via testing protocols for product/software releases; ensure extensive, proactive testing is completed.
11. Perform additional related duties as required.
Who you are
We value team members who are innovative, driven, and enthusiastic. You have a positive attitude and a passion for client support and customer service. You are eager to learn and hungry to help with strong project management and communication skills.
Requirements
1. Bachelor's degree in a related field or 2 years of professional experience in a customer or client support role.
2. Project management and problem-solving skills.
3. Familiar with Voice-of-the-Customer skills and approaches.
4. Excellent verbal, written and presentation skills.
5. Ability to prioritize workload to meet critical objectives and timelines in a multi-tasking environment.
6. Exceptional team player, but also comfortable working independently.
7. Experience supporting customers in a SaaS environment is preferred.
8. Experience with Jira, Freshdesk, or similar tools is preferred.
Who we are
At Clearspeed, we are driven by corporate DNA committed to the service of others and a passion for our AI-enabled technology that is redefining risk assessment. Our fast-growing team spans operations across the US, Canada, and the UK. Together our team of brilliant minds, diverse in expertise and experience, collaborate and contribute to a shared vision of enabling trust, faster.
Our company is committed to providing equal employment opportunities to all individuals. We value diversity and inclusion in our workplace, and we welcome and encourage individuals of all backgrounds to apply and join us on our journey to build trust faster.
Benefits:
* Work-life balance
* Remote/hybrid work flexibility
* Competitive compensation: salary + performance-based bonuses
* Stock options
* Flexible work arrangements: every other Friday off!
* Unlimited paid time off
* Health and wellness coverage
Join us at Clearspeed and be a part of our success story. Together, we can make a difference!
Salary range is based on national benchmark data of comparable roles, skills and experience level. Exact compensation will be based on individual skills and experience, and location which will be assessed during the interview process.
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