Client Support Specialist

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

📋 Description

• Gain a comprehensive understanding of how client financial data is processed through ClearGov's offerings, while staying updated on new features and product launches.

• Analyze, troubleshoot, and address both technical and non-technical client inquiries via phone, email, chat, and remote Zoom sessions.

• Resolve customer concerns promptly, efficiently, and accurately, proactively identifying potential challenges before they arise.

• Handle complaints professionally, follow up to ensure resolution, and relay client feedback to enhance the product.

• Collaborate with Product, Data, TCSS, and Client Success Managers to guarantee client satisfaction and ongoing enhancement.

• Work closely with the LTWO team to prioritize and address bug resolutions.

• Craft clear and concise communication tailored to both internal and external stakeholders, while effectively managing workload to meet deadlines.

• Advocate for client needs, establish trustworthy relationships, and support clients' journeys toward achieving their goals.

• Assist in the development and upkeep of Support Center articles, tutorials, and checklists based on evolving support trends.

⛳️ Requirements

• Demonstrated experience in customer service across various support channels.

• Exceptional oral and written communication skills, capable of articulating technical concepts clearly.

• Technical proficiency with a swift ability to master ClearGov's suite of products.

• Strong and proactive troubleshooting abilities; recognizes when to escalate to Tier 2 support.

• Proficient in multitasking and prioritizing tasks in a dynamic environment.

• Familiarity with Zendesk is an advantage.

• Experience with Jira is a plus.

• Background in local government or school districts is highly beneficial.

• Primary availability is required between 8:00 AM–5:00 PM ET.

🏝️ Benefits

• Remote and flexible work environment.

• Medical, dental & vision insurance.

• FSA, HSA, and/or Dependent Care FSA (US).

• Life + AD&D insurance, along with short-term and long-term disability insurance (US).

• Life + disability insurance (Canada).

• 401(k) (US) / RRSP (Canada) with a 3.5% match.

• 10 company holidays.

• 3 wellness days.

• Paid vacation time off.

• Sick and safe time off.

• Paid parental leave.

• Paid bereavement leave.

• Paid jury duty + civic service leave.

• Employee assistance program.

• 2 summer days + annual end-of-year "Dimming of the Lights."

• Employee referral bonus program.

• Opportunities for growth as we scale.