Senior Client Support Specialist

Job Purpose

Responsibilities

• Interacting with various departments such as PSO, CSM, Product and SRE to align support strategies with overall company objectives.
• Providing guidance, mentorship, and leadership to junior support team members, fostering a culture of continuous learning and growth.
• Actively participating in process improvement initiatives, suggesting innovative solutions, and implementing best practices to enhance support operations.
• Engaging in technical support tasks, handling escalated customer issues, and ensuring exceptional service delivery in client interactions.
• Assist in compiling monthly and quarterly performance metrics to allow for regular internal and external review.
• Identify and report on trends in metrics, case volumes, challenge categories.
• Explore opportunities to improve upon existing documentation, as well as effectively maintaining on a go forward basis.
• Research and create helpful knowledge base articles, following best practices.
  

Knowledge And Experience

• Experience with a minimum of 3 years in a Client Support or comparable role.
• In-depth understanding of IT service management and customer support best practices.
• Knowledge of US mortgage industry regulations a strong plus.
• Track record of collaborating with multiple teams to achieve objectives.
• Excellent problem solving and planning skills.
• Fast, reliable, responsive, proactive, friendly, dynamic and professional.
• Able to multitask and take command of situations with confidence and control.
• Proven success working in a team environment.
• Positive attitude and deep customer service orientation.
• Minimum of 3 years of experience in technical support roles within the IT industry.
• Experience in managing support teams is advantageous.
• Strong interpersonal skills, excellent communication abilities, critical thinking, adaptability, leadership qualities, and a customer-centric approach.
• In-depth understanding of IT service management, customer support best practices, and knowledge of industry-specific compliance regulations.