VA
POSITION SUMMARY We are looking for a customer-focused Support Services Specialist to join our team. This role is responsible for providing high-quality post-sales client support and driving a positive client experience. We handle client support related incoming requests, respond and resolve client issues through incident recognition, research, case resolution, escalation and follow up. WHAT YOU'LL DO Function as a subject matter expert in our system’s functionality and how customers use our software. Troubleshoot issues within the software to accurately identify root-cause through research, testing, and replicating issues reported with a focus on the tactical and strategic impact to the customer. Triage in-bound phone and e-mail support related issues. Manage Support Cases in the Customer Relationship Manager (CRM) Clearly communicate updates on case or resolution directly with customers in writing or via phone. Effectively prioritize and escalate tickets to Senior Support Services ...