MoveInSync - Product Support Specialist (2-4 yrs)

We seek a highly motivated and detail-oriented Support Specialist to join our client support team.

In this role, you will work closely with clients to ensure their data is properly maintained within our system. You will troubleshoot technical issues, resolve customer inquiries, and escalate complex issues to the appropriate internal teams. The ideal candidate is an excellent communicator with a customer-centric mindset and the ability to manage client relationships efficiently.

What You'll Do

- Act as the primary point of contact for assigned B2B clients to assist them with system updates and data management.

- Identify, troubleshoot, and resolve simple system-related issues reported by clients.

- Guide clients through troubleshooting steps, ensuring a smooth user experience.

- Document technical issues and create knowledge base articles for common solutions.

- Escalate complex technical issues to appropriate internal teams, providing detailed information for swift resolution.

- Track progress on escalated issues, keeping the client informed of the status and anticipated resolution time.

- Follow up with clients to ensure full satisfaction once the issue has been resolved.

- Build strong, lasting relationships with clients by providing timely, reliable, and professional support.

- Communicate regularly with clients to provide updates on new system features, improvements, or changes.

- Maintain detailed and accurate records of client interactions, technical issues, and resolutions.

- Prepare regular reports on common issues and trends, working closely with internal teams to prevent recurring problems.

What You'll Need

- Bachelor's degree or equivalent experience in customer support, IT, or a related field.

- 2+ years of experience in a client-facing support role, preferably in a B2B environment.

- Strong technical troubleshooting skills and the ability to explain solutions to non-technical users.

- Excellent verbal and written communication skills.

- Basic knowledge of data management and software systems is desirable