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Customer Support Specialist

2 months ago

Orlando, Florida, United States Outcomes Full time
Job Overview

Location:
Orlando Office

Position Summary

The Client Support Specialist is responsible for providing exceptional service and assistance to clients through various communication channels. This role involves utilizing specific tools and systems to ensure effective support and solutions.


Key Responsibilities

Client Engagement
  • Respond to incoming calls and inquiries in a timely and professional manner.
  • Deliver accurate information regarding products and services to clients.
  • Address client questions and concerns with a focus on customer satisfaction.

Issue Management
  • Identify and troubleshoot client issues, escalating as necessary.
  • Utilize a ticketing system to manage and document client concerns.
  • Provide timely and effective solutions to meet client needs.

Product Expertise
  • Maintain a thorough understanding of the company's offerings.
  • Stay updated on changes and enhancements to products and services.

Process Compliance
  • Follow established procedures for client interactions and issue resolution.
  • Ensure adherence to compliance standards.

Team Collaboration
  • Work closely with internal teams to resolve client issues and improve service delivery.
  • Share insights and updates with team members regularly.

Documentation
  • Accurately record client interactions and resolutions.
  • Maintain organized records for future reference.

Client Retention
  • Propose alternative solutions to retain client business.
  • Analyze client needs to recommend relevant features.

Professional Development
  • Stay informed about industry trends and updates.
  • Demonstrate adaptability in a changing support environment.

Additional Support
  • Assist with other support-related tasks and projects as needed.

Qualifications

Knowledge & Skills
  • Experience in a technical support environment is preferred.
  • Ability to manage challenging client interactions effectively.
  • Strong analytical and problem-solving skills.
  • Excellent written and verbal communication skills.

Education & Experience
  • Minimum of 2 years of relevant work experience.
  • High School Diploma required; Bachelor's degree preferred.

Physical Requirements

This position requires frequent sitting and occasional standing or walking. The role may involve lifting light objects and using standard office equipment.