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Client Support Specialist

2 months ago

Austin, Texas, United States IBT Apps Full time

**Job Summary**

We are seeking a highly skilled and experienced Client Support Specialist to join our team at IBT Apps. As a Client Support Specialist, you will be responsible for providing exceptional technical support to our clients, ensuring their i2Suite and i2OLB platforms are running smoothly and efficiently.

**Key Responsibilities**

• Manage client cases from origination to resolution, including software application troubleshooting, custom report and dashboard writing, and ancillary support for third-party software.

• Provide ongoing technical support for i2OLB and additional installed products.

• Project a friendly and professional persona, by phone and in writing.

• Answer incoming phone calls and understand basic functionality of full suite of products for assurance of proper call routing to appropriate client support specialists.

• Follow escalation workflows for assignment of cases beyond the scope of support, including sales, network management, enhancement, and repair case types.

• Collect case information, research solutions, coordinate resources, and carefully document support case records throughout the life cycle.

• Communicate with customers often, keeping them informed of progress with appropriate urgency.

• Maintain client confidentiality and regulatory compliance standards.

• Manage additional projects and duties as needed or assigned.

**Requirements and Skills**

• One year of experience in a financial institution and/or software support or a two-year degree in business or IT plus one year of service industry experience.

• Strong technical background, including knowledge as a SQL Reports Writer.

• Working knowledge of Microsoft Office Products.

• Excellent written and verbal communication skills.

• Quick learner with innovative problem-solving abilities.

• Strategic thinker with strong analytical skills.

• Successful working independently and collaboratively.

• Eager to exceed customer expectations and contribute to team objectives.

• Willingness to learn and advance within the support team environment.