Client Support Services

Client Support Services professionals act as the main connection between customers and internal teams ensuring service requests technical issues and account needs are resolved efficiently. The role focuses on delivering responsive high-quality support across phone email chat and ticketing platforms while maintaining strong client relationships.

Key Responsibilities

• Handle incoming client inquiries and service requests across multiple channels
• Troubleshoot account service or basic technical issues
• Log all interactions accurately in CRM or ticketing systems
• Escalate complex issues to specialized internal teams when needed
• Track case progress and ensure resolution within service-level agreements (SLAs)
• Provide follow-up communication to confirm issue resolution and client satisfaction
• Assist with onboarding account updates and service maintenance tasks
• Maintain knowledge of internal tools processes and product updates

Required Qualifications

• High school diploma required; associate or bachelors degree preferred
• 13 years of experience in customer service client support or help desk roles
• Strong verbal and written communication skills
• Familiarity with CRM/ticketing tools (Zendesk Salesforce ServiceNow etc.)
• Ability to multitask and prioritize in a fast-paced environment
• Strong problem-solving and attention-to-detail skills
• Professional demeanor when handling escalations or difficult interactions

Preferred Skills

• SaaS IT support or technical troubleshooting experience
• Experience in billing subscription services or account management
• Background supporting B2B or enterprise clients
• Ability to work independently in remote or hybrid environments

Benefits

• Medical dental and vision insurance
• 401(k) retirement plan with employer match
• Paid time off (PTO) holidays and sick leave
• Remote or hybrid work flexibility
• Paid training and onboarding programs
• Tuition reimbursement or professional development support
• Employee assistance programs (EAP)
• Performance bonuses or incentive pay opportunities
• Career advancement pathways into operations account management or technical support roles
• Wellness programs and mental health support resources