client support specialist

4 weeks ago


Los Angeles, United States Capitol Building Services, Inc. Full time
Job DescriptionJob DescriptionThe Client Support Specialist plays a crucial role in providing assistance and support to the organization's clients. They are responsible for ensuring customer satisfaction, resolving issues, and delivering high-quality service, contributing directly to the overall success of the company.
Key Responsibilities:
  • Act as the primary point of contact for client inquiries and support requests
  • Provide timely and effective responses to client issues and concerns
  • Assist clients in utilizing company products and services, offering guidance and troubleshooting assistance
  • Collaborate with internal teams to address client needs and escalate complex issues as necessary
  • Document and maintain records of client interactions and issue resolutions
  • Contribute to the development and improvement of support processes and procedures
  • Identify opportunities to enhance client satisfaction and retention
  • Deliver product and service training to clients as needed
  • Assist in implementing and configuring client accounts and systems
  • Stay informed about new product features and industry developments to effectively address client inquiries
  • Contribute to the creation of support resources, such as FAQs and knowledge base articles
  • Participate in client meetings and discussions to understand their evolving needs
  • Monitor client satisfaction metrics and take proactive measures to address potential issues
  • Adhere to service level agreements and ensure timely resolution of client issues
  • Handle billing inquiries and assist clients with payment-related issues

Required Qualifications:
  • Bachelor's degree in Business Administration, Information Technology, or related field
  • Proven experience in a client support or customer service role
  • Strong understanding of customer relationship management (CRM) systems
  • Excellent communication and interpersonal skills
  • Ability to efficiently multitask and prioritize tasks in a fast-paced environment
  • Demonstrated problem-solving abilities with a focus on providing effective solutions
  • Technical aptitude and proficiency with relevant software and tools
  • Detail-oriented approach with a focus on accuracy and thoroughness
  • Ability to work collaboratively with cross-functional teams and diverse client groups
  • Strong organizational and time management skills
  • Adaptability and willingness to learn about new products and technologies
  • Experience in training clients on product usage and best practices
  • Knowledge of billing and invoicing processes
  • Ability to remain calm and composed when handling challenging client situations
  • Understanding of client satisfaction measurement and improvement strategies


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