Client Support Specialist

This is a fully remote position, open to applicants in Canada, +1 more country.

📋 Description

• Build and nurture client relationships, earn client trust, and embody Civix’s core values.

• Address client inquiries and concerns promptly; communicate resolutions via email and phone.

• Log and document client interactions in the specified client management systems.

• Handle open calls by assessing and prioritizing issues in line with established policies.

• Analyze technical problems and escalate them to senior team members or relevant departments when necessary.

• Collaborate with various teams, departments, and divisions regarding software application issues.

• Comprehend and offer insights on clients’ processes and business needs.

• Conduct minor business analysis on client update requests.

• Relay business requirements and client requests to the development team.

• Partner with software developers to troubleshoot and resolve program issues.

• Perform QA/testing on software updates and revisions.

• Develop end-user documentation.

• Provide training to users on system functionalities.

• Travel to client locations to deliver software training.

⛳️ Requirements

• At least 5 years of experience in offering software support and/or training to end users.

• Outstanding interpersonal and communication abilities.

• Capability to prioritize and manage multiple tasks in a dynamic, technical environment.

• Strong analytical and problem-solving competencies.

• Ability to work both independently and collaboratively within a team setting.

• Proven track record of maintaining a positive, professional demeanor.

• Exceptional skills in written, verbal, and phone communication.

• Proactive attitude with a service-oriented mindset.

• Must be a citizen of Canada or the United States.

• Willingness to travel to the United States.

• Diploma or bachelor’s degree in Technical or Business Process from a North American college or university.

• Required to work from 9:30 AM to 6:00 PM (EST).

🏝️ Benefits

• Comprehensive health and wellness programs.

• Opportunities for professional development and training.

• Flexible work environment.