The Support Services Specialist provides post-sales client support, resolves issues, manages support cases, and enhances customer experience.
POSITION SUMMARYWe are looking for a customer-focused Support Services Specialist to join our team. This role is responsible for providing high-quality post-sales client support and driving a positive client experience. We handle client support related incoming requests, respond and resolve client issues through incident recognition, research, case resolution, escalation and follow up.
WHAT YOU'LL DO- Function as a subject matter expert in our system’s functionality and how customers use our software.
- Troubleshoot issues within the software to accurately identify root-cause through research, testing, and replicating issues reported with a focus on the tactical and strategic impact to the customer.
- Triage in-bound phone and e-mail support related issues.
- Manage Support Cases in the Customer Relationship Manager (CRM)
- Clearly communicate updates on case or resolution directly with customers in writing or via phone.
- Effectively prioritize and escalate tickets to Senior Support Services Specialists and above with detail and supporting documentation, ensuring that service level agreements are met.
- Collaborate with other upper levels of support and other TSA1 team members and on resolutions as necessary.
- Maintain Departmental Standards for Quality and Satisfaction Metrics
- Act as a Customer Advocate to identify opportunities to educate customers on how to better use the system tools and increase utilization.
WHAT YOU'LL NEEDStrong verbal & written communication skills to support the communication of technical solution(s) in a manner suitable for the customer.
High attention to detail and accuracy
Customer service orientation and problem-solving mindset
Ability to work both independently and as part of a team
Strong organizational and time-management abilities
Ability to learn and work with CRM, ticketing, or case management systems
Familiarity with service request or ticketing systems is an advantage
Top Skills
CRM
Ticketing Or Case Management Systems
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