Client Support Specialist

We are seeking a motivated and detail-oriented Client Support Specialist to join our Client Support & Services team. The ideal candidate will be responsible for providing exceptional support via email communications, understanding and troubleshooting various product versions, and ensuring client queries are resolved promptly and professionally. The role requires a strong understanding of our product suite and excellent written communication skills to respond to clients, resolve issues, and provide accurate information regarding product versions, updates, and functionality.
Key Responsibilities: 1. Client Communication & Support: o Serve as the first point of contact for clients via email, responding to inquiries regarding product functionality, issues, and support requests. o Provide timely and accurate solutions to customer issues, ensuring clarity and professionalism in all communications. o Maintain a positive, empathetic, and professional attitude toward clients at all times. o Resolve client issues effectively by leveraging a deep understanding of product features, functionality, and common troubleshooting steps. 2. Product Knowledge & Troubleshooting: o Develop and maintain a strong understanding of the company’s products, their features, and various versions. o Stay updated on new product releases, features, and enhancements to effectively assist clients with questions related to the latest versions. o Troubleshoot and guide clients through resolving technical or operational issues related to the product. o Identify and escalate complex technical issues to the appropriate internal teams (e.g., technical support, product development) for further resolution. 3. Documentation & Reporting: o Accurately document client interactions, issues, and resolutions in the support ticketing system JIRA. o Track and report on common issues, product trends, or client feedback to the product and development teams. o Maintain internal knowledge base articles and FAQs to empower clients with self-service resources and ensure they have up-to-date information. 4. Collaboration & Teamwork: o Collaborate with internal teams, including product management and development, to ensure client issues are prioritized and resolved efficiently. o Participate in team meetings and training sessions to enhance product knowledge and improve customer support processes. o Assist in testing new product releases and provide feedback based on customer insights and issues reported. 5. Customer Satisfaction: o Ensure high levels of client satisfaction by delivering consistent and accurate support in a professional manner. o Follow up with clients to ensure their issues have been resolved and they are satisfied with the outcome. o Help drive continuous improvement in client support by suggesting improvements to communication processes or product features based on client feedback.

• Operating System Skills

o Install, configure, and troubleshoot applications on Windows OS using tools like Event Viewer and PowerShell.
o Perform system-level tasks on Linux (e.g., navigating logs, managing services, editing config files via terminal).

• Containerization & Deployment

o Use Docker to run, inspect, and troubleshoot containers and images.
o Work with Docker Compose for multi-container setups. o Basic familiarity with Kubernetes and Helm charts for containerized deployments (optional but valuable

• Database Knowledge

o Connect to and query SQL Server and PostgreSQL using basic SQL (SELECT, JOIN, UPDATE).
o Perform database connectivity checks and troubleshoot permission or schema-related issues. o Use tools like SSMS, pgAdmin, or command-line clients (sqlcmd, psql

• Installation & Debugging

o Follow product-specific installation and upgrade guides across environments.
o Troubleshoot installation errors, environment issues, and dependency conflicts. o Review and interpret system and application logs for root cause analysis.

• Support & Communication

o Use ticketing tools (e.g., JIRA, ServiceNow) to track and document client issues.
o Communicate clearly with product, infra, and development teams to resolve incidents. o Maintain SLA adherence by promptly responding to and resolving client queries.