Senior Client Support Specialist

Job Purpose

The position requires a professional to support a team of associates providing high-level technical and customer support to clients, internal teams, ensuring their satisfaction and maximizing their experience. Key responsibilities include handling troubleshooting queries, escalating issues, resolving complex problems, and building strong relationships with internal and external queries with service-related initiatives / improvements as we unify process, procedures, performance metrics, and proactive outreach to create a more holistic client experience.

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.