Client Support Specialist

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

📋 Description

• Respond promptly to client inquiries through phone, email, and ticketing systems.

• Assist customers by guiding them through troubleshooting processes and resolving both technical and functional issues.

• Document solutions and escalate complex problems when necessary.

• Maintain a thorough understanding of SAFE functionality, workflows, and integrations.

• Diagnose and report software bugs, performance issues, and data inconsistencies.

• Collaborate with the implementation team to facilitate client onboarding and training.

• Track, prioritize, and manage support tickets to ensure adherence to response and resolution SLAs.

• Maintain clear, professional, and timely communication regarding case updates.

• Document recurring issues for future product updates and knowledge base resources.

• Create and maintain user guides, FAQs, and training materials.

• Conduct brief virtual training sessions for clients.

• Gather client feedback and communicate it to the product team.

• Proactively reach out to existing clients to ensure ongoing satisfaction.

• Perform periodic check-ins to evaluate system performance and identify any training requirements.

• Foster trust-based client relationships that promote loyalty and advocacy.

• Advocate for client needs and priorities within the organization across various teams.

⛳️ Requirements

• Previous experience in a customer support or client services role, ideally within the software/SaaS industry.

• Excellent written and verbal communication abilities.

• A problem-solving approach and the capability to convey technical concepts in layman's terms.

• Proficiency in using support ticketing systems and remote support tools.

• Ability to multitask and maintain organization in a dynamic work environment.

• Familiarity with law enforcement processes is preferred.

• Experience with enterprise software solutions is preferred.

• Basic technical skills such as knowledge of HTML, SSO, or APIs are preferred.

• Submit a resume along with a brief cover letter.

🏝️ Benefits

• Competitive salary along with performance-based incentives.

• Opportunities for career advancement and professional development.

• A collaborative and supportive team culture.

• Access to ongoing training and development opportunities.