Reports To: VP of Customer Success | Revision Date: October 2023 | Department: Customer Success
Job Summary: The Client Solutions Team plays a crucial role in providing exceptional technical support, managing customer accounts, and conducting quality assurance testing for our software products. This position requires a strong customer-oriented mindset, exceptional problem-solving skills, and a solid understanding of software troubleshooting and quality assurance principles. The successful candidates will collaborate closely with cross-functional teams to ensure our clients receive top-notch service, resolve technical issues promptly, and contribute to the continuous improvement of our software offerings.
Required Education and Experience:
- Proven experience in Technical support, Client Support or Quality Assurance testing for software products.
- Detail-oriented and methodical in identifying and documenting issues.
- Strong organizational and time-management skills, capable of multitasking and meeting deadlines in a fast-paced startup environment.
- Diagnose, troubleshoot and respond to customer inquiries and requests via various communication channels.
- Escalate issues as required.
- Provide guidance and support to our clients on our software.
- Document all interactions in the CRM and help maintain a comprehensive knowledge base.
- Foster relationships with clients.