POSITION SUMMARY

We 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.

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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.
   

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WHAT YOU'LL NEED

• Strong 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

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