Client Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Respond to clients’ software inquiries through phone calls, chats, and emails, with a focus on SLA violations.

• Address and resolve client inquiries effectively.

• Work collaboratively with internal teams to identify software solutions.

• Raise software issues promptly as they occur.

• Acquire and maintain comprehensive knowledge of Foundant products.

• Ensure seamless transitions for clients between support team members and external parties.

• Maintain proactive and solution-focused communication during client interactions.

• Collaborate with team members to strategize and enhance client experiences.

• Facilitate cross-team communication with leadership and other team members.

• Deliver internal and external training on selected Foundant software products and their features/functions.

• Participate in ongoing process improvement initiatives within and across Client Support areas.

• Support consistent coverage during all available support hours.

• Assist with projects related to clients.

• Carry out additional duties as assigned.

⛳️ Requirements

• Capability to professionally and thoroughly respond to clients’ software inquiries via phone calls, chats, and emails.

• Skill in prioritizing clients at risk of Service Learning Agreement (SLA) breaches.

• Competence in resolving client inquiries and collaborating with internal teams to find software solutions.

• Proficiency in escalating software issues as they arise.

• Ability to develop and sustain a high level of Foundant product knowledge.

• Ensure smooth client transitions between team members and external parties.

• Strong professional communication skills that are clear and effective with clients and Foundant team members, including executives and interns.

• Proactive in identifying and resolving client challenges in a solution-oriented way.

• Strong problem-solving and strategizing skills.

• Ability to provide training on selected Foundant software products and their functionalities to internal and external audiences.

• Commitment to continuous process enhancement.

• Collaborate with the Support Specialist team to ensure steady support during available hours.

• Capability to assist with client-related projects.

🏝️ Benefits

• Competitive salary and benefits package.

• Tuition reimbursement opportunities.

• Lifestyle reimbursement options.

• Tailored mindfulness initiatives.

• Fitness programs and initiatives.

• Flexible paid time off (PTO) policy.

• Opportunities for professional and personal development.

• Cross-team collaboration that exposes diverse ideas, expertise, and projects.

• Internal mobility and career advancement opportunities.

• Leadership development opportunities.

• Autonomy and responsibility in your role.

• Employee recognition programs.

• Workplace accommodations available throughout the interview and employment process.