Job Description

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Job Purpose

The Client Support Specialist is responsible for providing exceptional customer service by addressing client inquiries, resolving issues, and ensuring client satisfaction. This role involves effectively communicating with clients, troubleshooting problems, and collaborating with internal teams to deliver timely and accurate solutions. The specialist aims to enhance the client experience and maintain strong client relationships through proactive support and efficient problem-solving.

Responsibilities

Advise customers on best practices for using (application) DDA in an efficient and effective manner Research, troubleshoot and resolve customer issues, as well as communicate status to customer Fully document all issues and solutions in the support ticketing system and in accordance with Standard Operating Procedures (SOP) Log into the phone system during your assigned shift, to accept and respond to incoming customer calls Escalate product defects and enhancement requests via JIRA to the Level 2 team Develop and maintain deep of technical knowledge of how AIQ is deployed and configured in the Cloud Contribute to an environment that encourages information sharing, team-based resolution activity, cross training and an absolute focus on doing what is best for the customer Create knowledgebase articles and other informational documents to be shared with customers Demonstrate strong follow-through and consistently keep commitments to customers and employees Be available for weekend and after-hours on-call production support as needed

Knowledge and Experience

Minimum 2 years of experience providing technical support/customer service in a B2B environment 1-3 years of experience in the mortgage lending and financial services market Strong written and verbal communication/presentation skills, and comfortable communicating with both technical and non-technical audiences Strong meeting ownership: note-taking ability, define action items, follow-up Very strong problem solving and decision-making skills Excellent time management and organizational skills Proven ability to create and maintain strong customer relationships Ability to work efficiently and independently Ability to work under pressure and time constraints, handling multiple tasks simultaneously Initiative and strong sense of ownership Solid understanding of API technologies (SOAP, REST) Broad understanding of cloud technologies Strong knowledge of Microsoft products (Windows 10, MS Office) Proficient networking troubleshooting abilities Ability to read and comprehend XML * Prior experience using a case tracking system (preferably Salesforce and/or JIRA)