This role focuses on post-sales client support, troubleshooting software issues, managing support cases, and educating customers on system tools.
POSITION SUMMARYWe are looking for a customer-focused Support Services Specialist to join our team. This role is responsible for providing high-quality post-sales client support and driving a positive client experience. We handle client support related incoming requests, respond and resolve client issues through incident recognition, research, case resolution, escalation and follow up.
WHAT YOU'LL DO- Function as a subject matter expert in our system’s functionality and how customers use our software.
- Troubleshoot issues within the software to accurately identify root-cause through research, testing, and replicating issues reported with a focus on the tactical and strategic impact to the customer.
- Triage in-bound phone and e-mail support related issues.
- Manage Support Cases in the Customer Relationship Manager (CRM)
- Clearly communicate updates on case or resolution directly with customers in writing or via phone.
- Effectively prioritize and escalate tickets to Senior Support Services Specialists and above with detail and supporting documentation, ensuring that service level agreements are met.
- Collaborate with other upper levels of support and other TSA1 team members and on resolutions as necessary.
- Maintain Departmental Standards for Quality and Satisfaction Metrics
- Act as a Customer Advocate to identify opportunities to educate customers on how to better use the system tools and increase utilization.
WHAT YOU'LL NEEDStrong verbal & written communication skills to support the communication of technical solution(s) in a manner suitable for the customer.
High attention to detail and accuracy
Customer service orientation and problem-solving mindset
Ability to work both independently and as part of a team
Strong organizational and time-management abilities
Ability to learn and work with CRM, ticketing, or case management systems
Familiarity with service request or ticketing systems is an advantage
Top Skills
CRM
Ticketing Systems
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