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Client Support Specialist

2 months ago

Chicago, Illinois, United States Peppermint Technology Full time
Position Overview

Role: Client Support Specialist

Location: Hybrid work model

Reporting Structure: Reports to the President, North America; Customer Support Team Lead (UK)

Objective

Are you passionate about technology and eager to contribute to customer success? Join a dynamic and expanding international software firm as we enhance our presence in the North American market.

As a vital member of our team, you will play a key role in ensuring our clients receive exceptional support and value from our innovative software solutions.

Key Responsibilities

The Client Support Specialist will primarily provide first and second-line support for our North American clientele, focusing on the deployment and utilization of our software suite. Your responsibilities will include:

  • Responding to customer inquiries via various communication channels and assisting in resolving their issues.
  • Delivering prompt, knowledgeable, and professional responses to client queries.
  • Guiding customers through problem resolution while keeping them informed throughout the process.
  • Analyzing client challenges to determine the most effective solutions.
  • Maintaining accurate records of customer interactions and support activities.
  • Documenting defects and ensuring they are thoroughly described before escalation to development teams.
  • Representing the company with professionalism and enthusiasm.
  • Contributing to ongoing improvements in customer support processes.
Qualifications

Essential:

  • Experience in providing application-level support to external clients.
  • A minimum of 2 years in front-line or second-line customer support within a software environment.
  • Strong troubleshooting and analytical skills in a customer-facing role.
  • Ability to communicate technical details clearly to both technical and non-technical audiences.
  • Familiarity with ITIL and SLA best practices.

Desirable:

  • Experience with Dynamics CRM, including configuration and customization.
  • Knowledge of business systems (CRM or ERP) and their functionalities.
  • Experience in legal applications or software used in legal services.
What We Value
  • A commitment to delivering an outstanding customer experience.
  • Understanding the pressures faced by clients and providing effective support.
  • Analytical skills to identify and resolve client issues.
  • Aptitude for technology and software solutions.
  • Ability to work under pressure while managing multiple tasks.
  • Proactive in enhancing personal knowledge and skills.
  • Attention to detail and a thorough approach to problem-solving.
About Peppermint Technology

Peppermint Technology is a multi-award-winning provider of innovative business technology solutions for the legal sector. Our platform, built on Microsoft Dynamics 365 and Power Platforms, offers a comprehensive suite of applications designed to enhance operational efficiency.

We seek individuals who aspire to be part of a transformative journey in the legal software industry, united by a shared vision of excellence and customer success.

Core Values:

  • Customer Success: We prioritize our clients' success in all our endeavors.
  • Time Management: We value efficiency and timely delivery.
  • Quality: We strive for excellence in every outcome.
  • Collaboration: We believe in working together to achieve common goals.
  • Positivity: We maintain a positive outlook and embrace possibilities.