Client Technical Support

Job Summary

The Client Support Technician works as part of the Client Success team to efficiently and accurately provide premium VIP support to users while being the subject matter expert on specific products and services offered to clients. The position is responsible for assisting customers with technical issues or questions relating to CallShaper software. Duties include taking phone calls or communicating with clients through messaging platforms, diagnosing technical issues, responding to queries, isolating problems, and determining and implementing solutions. Support will be provided via chat, phone, ticketing system, and screen share. The goal is to create client value that will help preserve the company’s reputation and business.

Responsibilities

Act as a first point of contact for client inquiries through all forms of customer communication.

Walk clients through the problem-solving process and determine the best solution based on the needs and details provided by the client.

Document all client interactions via the ticketing system.

Resolve escalated customer issues and complaints, ensuring customer satisfaction and adherence to company policies and procedures.

Assist customers in setting up their programs and applications and guiding them with the instructional materials.

Pass on any feedback or suggestions by clients to the appropriate internal team and provide the documentation needed for any feature enhancement request.

Analyze call center operations and identify opportunities for improvement, implementing changes to streamline processes and enhance efficiency.

Prepare and analyze monthly reports.

Conduct virtual meetings with existing clients to discuss add-on product performance as needed.

Requirements

2 + years of experience in a technical support role.

Working knowledge of call center software, SaaS/B2B preferred.

Proficiency in English, strong written and verbal communication skills, superior listening skills.

Must be able to multi-task and pivot quickly in a dynamic working environment.

Confident and flexible when adapting to new technology.

Excellent analytic skills with the ability to diagnose and resolve technical issues based on sometimes incomplete information.

Customer-oriented and calm under pressure.

Knowledge of computer programming/coding/web development is helpful.

Proficient with Windows OS, Microsoft Suite of products (Word, Excel, PowerPoint), and Google Suite (Google Docs, Sheets, Meet, Drive).

Hours and Benefits

Hours are Monday – Friday (9:30am-6:30pm Eastern Time)

100% Employee Medical, Dental, and Vision

401K company match and profit sharing

Generous PTO policy

Remote Position

You will work in a fun and creative environment with a talented group of individuals that have a passion for technology

Job Type: Full-time

Pay: $35,360.00 - $62,400.00 per year

Benefits:

401(k)
401(k) matching
Dental insurance
Health insurance
Paid time off
Vision insurance

Schedule:

Day shift
Evening shift
Monday to Friday

Education:

High school or equivalent (Required)

Experience:

Customer support: 2 years (Required)

Work Location: Remote

CallShaper LLC

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