Senior Client Support Specialist

The position requires you to support a team of associates by providing high-level technical and customer support to clients and internal teams. Your main responsibilities include handling troubleshooting queries, escalating issues, resolving complex problems, and building strong relationships with internal and external queries. You will also be involved in service-related initiatives and improvements to enhance the overall client experience. You will be interacting with various departments such as PSO, CSM, Product, and SRE to align support strategies with company objectives. Providing guidance, mentorship, and leadership to junior support team members is essential to foster a culture of continuous learning and growth. Engaging in process improvement initiatives, suggesting innovative solutions, and implementing best practices to enhance support operations are key aspects of the role. Your responsibilities will also include handling escalated customer issues, ensuring exceptional service delivery in client interactions, and compiling monthly and quarterly performance metrics for internal and external review. Identifying and reporting on trends in metrics, case volumes, and challenge categories will be part of your regular tasks. Additionally, you will explore opportunities to improve existing documentation and create knowledge base articles following best practices. To be successful in this role, you should have a minimum of 3 years of experience in a Client Support or comparable role. An in-depth understanding of IT service management and customer support best practices is required, with knowledge of US mortgage industry regulations considered a strong plus. You should have a track record of collaborating with multiple teams to achieve objectives, excellent problem-solving and planning skills, and the ability to multitask and take command of situations with confidence and control. Experience in technical support roles within the IT industry, managing support teams, and strong interpersonal skills are advantageous for this position. You should also possess excellent communication abilities, critical thinking skills, adaptability, leadership qualities, and a customer-centric approach. Overall, a positive attitude, deep customer service orientation, and a proactive, friendly, dynamic, and professional demeanor are essential for this role.,