Client Support Specialist

Job Description: Client Support Specialist

We are looking for a proactive and client-focused Client Support Specialist to ensure our
clients have an exceptional experience with our internal software. In this role, you will work
closely with our clients to understand their unique needs, configure personalized accounts
and dashboards, and provide ongoing support to ensure a seamless user experience. This
is an exciting opportunity for someone who enjoys solving problems and delivering
outstanding client service. The ideal candidate is passionate about helping clients
succeed, technically savvy, and an excellent communicator.
Key Responsibilities
Client Onboarding & Implementation:

• Conduct consultations to determine effective widget and dashboard configurations.
• Set up client accounts, ensuring all preferences and requirements are met.
• Provide product training sessions to empower clients.

Client Support & Issue Resolution:

• Serve as the primary contact for client inquiries about the software.
• Collaborate with internal teams to address technical challenges and ensure timely resolutions.
• Document support issues and solutions to improve processes.

Feedback & Continuous Improvement:

• Gather client feedback and monitor usage to identify areas for improvement.
• Advocate for client needs with the product team, suggesting enhancements based on feedback.
• Proactively guide clients to ensure they derive maximum value from the software.

Documentation & Knowledge Sharing:

• Develop and maintain user guides, FAQs, and training materials.
• Contribute to knowledge base articles to assist clients and internal teams.

Required Skills & Qualifications

• Education: Bachelors degree in Business, Communications, Computer Science, or a related field.
• Experience: 2+ years in customer success, client support, or related roles, preferably with SaaS or software products.
• Excellent communication skills (verbal and written), with the ability to explain technical concepts to non-technical audiences.
• Strong problem-solving and analytical skills, with a customer-focused mindset.
• Technical aptitude to quickly learn and troubleshoot software tools.
• Familiarity with CRM tools, helpdesk platforms, and data analysis tools is a plus.

Personal Attributes

• Empathetic and customer-oriented.
• Detail-oriented with excellent organizational skills.
• Ability to multitask and manage multiple client relationships effectively.
• Self-starter with a proactive attitude and a passion for improving customer experiences.