Support Services Specialist

As a customer-focused Support Services Specialist, your main responsibility will be to provide high-quality post-sales client support, ensuring a positive client experience. You will handle incoming client support requests, troubleshoot issues within the software, and effectively communicate with customers to resolve their concerns. In this role, you will function as a subject matter expert in our systems functionality and troubleshoot issues to accurately identify root causes. You will manage support cases in the Customer Relationship Manager (CRM), triage inbound support-related inquiries, and prioritize and escalate tickets as needed to ensure service level agreements are met. Collaboration with other support team members will be essential in resolving complex issues, and you will act as a customer advocate to educate customers on system tools and increase utilization. Maintaining departmental standards for quality and satisfaction metrics will also be part of your responsibilities. To excel in this role, you should possess strong verbal and written communication skills, attention to detail, and a customer service orientation with a problem-solving mindset. You must be able to work independently as well as part of a team, exhibit strong organizational and time-management abilities, and be willing to learn and work with CRM and ticketing systems. Familiarity with service request or ticketing systems will be considered an advantage.,