Tech Support Client Service Specialist

Compensation: $1700 - $2200 USD/month
Location: Remote Philippines
Employment Type: Full-Time Independent Contractor
Schedule: Aligned with the clients existing team and required timezone coverage (11am - 7.30pm or 12pm - 8.30pm Phillipine time)

Our client is a UK-based technology company providing digital platforms and services that help organizations communicate with engage and support their members and users.

Their platforms require ongoing configuration customization technical support and client collaboration. As the business continues to grow they are looking for a technically capable Client Service Specialist who can help clients get the most from the platform while acting as an effective bridge between clients internal teams and developers.

This is a hybrid client service technical support application support and implementation role.

The successful candidate will become a key point of contact for clients throughout the configuration customization launch and ongoing management of their services.

You will need to understand the platform well enough to advise clients on functionality and best practices investigate technical issues translate client requirements into clear development tickets implement certain requests directly and support QA and deployment activities.

This is not a traditional customer service role. The ideal candidate combines polished client communication with strong technical understanding attention to detail and the ability to understand how software works from both the users and development teams perspectives.

• Act as a key point of contact for clients using the companys digital platforms and services.
• Respond promptly and professionally to client questions requests and support requirements.
• Help clients understand platform functionality and recommend appropriate approaches or best practices.
• Adapt communication style to suit different client personalities and levels of technical understanding.
• Keep clients informed regarding project progress timelines technical issues and implementation requirements.
• Remain calm organized and solutions-oriented when managing multiple client priorities.

• Investigate client-reported bugs technical issues and platform functionality concerns.
• Understand technical issues sufficiently to explain them clearly to non-technical clients.
• Investigate issues internally and coordinate with developers when technical intervention is required.
• Translate client-reported problems into clear actionable requirements for technical teams.
• Monitor system functionality and identify opportunities to improve the user experience.

• Assist clients with configuring and customizing their services.
• Implement appropriate client requests directly through available administration tools and platform functionality.
• Use backend frameworks and platform Builder Tools to configure services where appropriate.
• Support new client implementations platform launches and post-launch activities.
• Follow established processes for implementation testing and handover.
• Manage multiple new client projects while continuing to support ongoing business-as-usual requirements.

• Review and interpret client customization requests.
• Translate client requirements into clear detailed work specifications.
• Create detailed tickets for new features enhancements bugs and improvements.
• Confirm requirements with clients before work begins.
• Provide accurate scope and cost information based on current development requirements.
• Communicate expected development and implementation timelines to clients.
• Coordinate with development teams to ensure requirements are understood and correctly implemented.

• Assist with QA and testing of development work before client release.
• Review functionality from the users perspective and identify issues affecting the overall user journey.
• Help test new features enhancements fixes and platform changes.
• Review and update client-facing user guides and knowledge-base materials.
• Identify opportunities to streamline processes and improve operational efficiency.
• Contribute to improving internal processes around implementation testing and client support.

• 2 years of experience in technical customer support SaaS support application support client systems support implementation or a similar technology-facing role.
• Strong understanding of web-based software platforms and SaaS environments.
• Experience investigating and troubleshooting technical issues.
• Experience creating detailed support tickets requirements or development requests.
• Experience working with technical or development teams.
• Experience with software configuration administration tools or platform setup.
• Exposure to QA UAT software testing or implementation processes.
• Strong written and verbal English communication skills.
• Excellent computer literacy and typing speed of 50 WPM.

• SaaS or software company experience.
• Client onboarding or software implementation experience.
• Technical Customer Success experience.
• Application or product support experience.
• Experience working with developers or software engineering teams.
• Experience with platform configuration or administration tools.
• Experience supporting multiple client implementations simultaneously.

• Exceptional attention to detail.
• Naturally analytical and investigative.
• Excellent written and verbal communication.
• Comfortable explaining technical concepts to non-technical users.
• Client-friendly and personable.
• Calm under pressure.
• Highly organized and able to manage competing priorities.
• Able to work independently without constant supervision.
• Strong sense of ownership and follow-through.
• Curious about how systems work and how they can be improved.
• Able to think from both the clients perspective and the end users perspective.

The ideal candidate is someone who can comfortably sit between the client and the technical team.

They dont need to be a developer but they need enough technical understanding to investigate problems understand platform functionality configure systems write useful development tickets participate in QA and communicate intelligently with developers.

At the same time they must be polished enough to represent the company directly with clients.

The strongest candidates will likely come from SaaS application support technical customer success implementation or technical client services environments rather than traditional customer service.

This person will play an important role in helping clients successfully configure launch and operate the companys platforms.

By combining client service technical troubleshooting implementation and QA capabilities the successful candidate will help ensure that client requests are handled accurately technical issues are resolved efficiently and new platform functionality reaches clients smoothly.

Required Experience:

IC