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Client Support Specialist

2 months ago

Greenville, South Carolina, United States Insight Global Full time


Insight Global is in search of a Client Support Specialist to assist a prominent legal contract platform that manages a vast array of contracts, exhibits, and forms essential for design and construction projects.

With over a century of expertise, our client has perfected the collaborative framework for all parties involved in design and construction. This role is characterized by engaging interactions with customers.

The ideal candidate will possess a strong technological background, outstanding customer service skills, meticulous attention to detail, and the ability to effectively communicate and resolve customer inquiries.

This position is a contract role with the potential for permanent placement.

Key Responsibilities:

  • Deliver courteous and professional customer service by addressing technical assistance requests via email, phone, and chat.
  • Offer suggestions to enhance software functionality through effective troubleshooting.
  • Attain expert knowledge in the operation of specific business systems or processes necessary for the call center, which may include Sales, Incident Management, purchasing, invoicing, refunds, and license transfers.
  • Provide insights to the Management Team on strategies to reduce call volume.
  • Investigate and document user issues, submitting findings for inclusion in the knowledge base (KB).

This may involve addressing issues related to:
Internet browsers, Operating systems, Microsoft Office, Networking, Third Party software

  • Ensure all reported problems are documented and resolved promptly, tracked according to standards, and escalated or reassigned as necessary.
  • Respond to general inquiries and provide training to users on software functionality.
  • Continuously enhance application knowledge through training, research, and testing.
  • Work independently and collaboratively to investigate relevant issues, maintaining communication with clients until all concerns are resolved.
  • Make outbound calls as required.
The expected salary for this role ranges from $18 to $24 per hour, depending on experience.


We are dedicated to fostering diverse and inclusive workplaces where individuals can express their authentic selves every day.

We are an equal opportunity employer that values every individual.

Qualified candidates will be considered for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status protected by applicable laws, regulations, and ordinances.

If you require assistance or a reasonable accommodation due to a disability during the application or recruitment process, please submit a request.

To learn more about how we handle your private information, please review Insight Global's Workforce Privacy Policy:
.

Required Skills & Experience:

  • Minimum of 2 years of experience in providing software/application support.
  • At least 2 years of experience in delivering technical support for online applications.

  • Strong proficiency in MS Office, particularly Excel and Word.
  • Excellent customer service experience along with strong written and verbal communication skills.
  • Ability to work during EST hours.
Preferred Skills & Experience:

  • Familiarity with ZenDesk ticketing system.
  • Experience in customer service for e-commerce or SaaS companies.

Benefit packages for this role will commence on the 31st day of employment and will include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and access to a 401k retirement account with employer matching.

Employees in this position are also entitled to paid sick leave and/or other paid time off as mandated by applicable law.