Client Support Associate

Role Overview: You will act as the primary point of contact for client inquiries related to product features, functionality, and troubleshooting. Your responsibilities will include responding to support requests via email tickets and phone calls, conducting live training sessions, and coordinating the delivery of various support services. Additionally, you will troubleshoot technical issues, ensure a smooth client experience through proactive communication, and collaborate with internal teams to provide effective resolutions. Your role will involve working closely with Product, Development, and Onboarding teams to support continuous improvement in customer service delivery and gathering client feedback to optimize support processes and product offerings. Key Responsibilities: - Act as the primary point of contact for client inquiries and support requests - Respond to support requests via email tickets and phone calls - Conduct live training sessions and assist with product reconfiguration - Coordinate delivery of support services, including data migrations and system updates - Troubleshoot technical issues and collaborate with internal teams for resolutions - Ensure a smooth client experience through proactive communication - Work closely with cross-functional teams to support continuous improvement - Gather client feedback and share insights to optimize support processes and product offerings Qualifications Required: - 13 years of experience in a technical support role - Experience in a SaaS environment highly preferred - Comfortable working Pacific Time Zone hours - Familiarity with helpdesk ticketing systems (ZenDesk is a plus) - Strong troubleshooting and analytical skills - Excellent written and verbal communication - Collaborative mindset with internal and external stakeholders - High energy, professional attitude, and ability to work independently - Basic knowledge of Excel fundamentals; Accounting or Audit knowledge is a plus - Eagerness to learn, grow, and adapt in a fast-paced tech environment,