Client Support Specialist
HybridAlpharetta, Georgia, United States
Job Summary
Provide user support to improve the experience of customers and/or end-users of assigned SaaS products. Respond to inquiries via ticket systems, email, LiveChat, and phone calls, while working with customers to identify and replicate errors for resolution. Evaluate, document, and escalate technical issues, product bugs, or data concerns, and create or review tickets for proper routing. Submit up-sell and cross-sell leads, maintain customer information in the database, and update knowledge base articles to reduce ticket volume. Translate end-user jargon to technical resources and function as a Subject Matter Expert in product knowledge. Collaborate on operational improvement tasks and stay updated on internal processes and product releases.
Required Qualifications
- 3+ months of related experience in customer service, support, or other customer-facing roles
- High school diploma or equivalent, or an equivalent combination of education and experience
- Demonstrated ability to learn and understand ticketing software applications
- Translate end-user to technical resource jargon and vice-versa
- Proficient in Office 365 - Microsoft Word, Excel, PowerPoint, Outlook, Teams
- Be able to organize work using online scheduling software, including but not limited to the use of Microsoft products (Teams, Outlook, SharePoint, etc.)
- Working knowledge of phone queue systems
- Comfortable meeting or exceeding all established SLAs and Metrics
- Excellent verbal and written communication, organization, and follow-up skills
- Excellent time-management and listening
- Available Location: Milton, GA
- Hybrid Working: Team members are expected to come into the Alpharetta office as needed, based on business requirements and team collaboration needs
Desired Qualifications
- Comfort level working with SaaS-related technology, a plus
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