Client Solutions ( Tech Support)

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.

Essential Functions:

  • 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.

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