Client Support Specialist
SignalPath, United States
Job Description
SignalPath is a fun, engaging, and growing organization that is focused on delivering the next generation of software to support clinical research. We are seeking an independent, motivated, flexible individual with the ability to manage multiple competing priorities in a fast-paced environment.
SignalPath is looking for a Client Support Specialist to assist our clients, both internal and external, with technical questions when using our products and services. You will work directly with the Client Engagement team to ensure our clients receive efficient and high value support.
Client Support Specialist responsibilities include resolving client queries, supporting Client Engagement Managers when implementing clients, and recommending solutions to product users. To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust. You should also be familiar with desktop business applications and ticketing systems.
Key responsibilities include:
- Respond to client queries in a timely and accurate way, via phone, email or chat
- Identify client needs and help clients use specific features effectively
- Analyze and report product malfunctions (for example, by testing different scenarios or mimicking users)
- Create case records for key account data in support of the Client Engagement team
- Manage a client ticketing system to ensure all issues are consistently tracked and managed
- Develop and support reporting of issues and response time metrics
- Share feature requests and feedback from clients with team members as needed
- Support clients with the roll-out of new features and functions
- Continuous follow up with clients to ensure their technical issues are resolved
- Gather client feedback and share with our Client Engagement team
Requirements
Essential experience for the role includes:
- Ability to develop a thorough knowledge of our SaaS platforms and be able to analyze questions and issues efficiently in support of clients
- Great organizational and multitasking skills
- Solid working knowledge of Microsoft Office tool suite
- Experience as a Client Support Specialist or similar role
- Experience working in a Software as a Service business model
- Experience using help desk software and remote support tools
- Understanding of how CRM systems work
- Excellent communication and problem-solving skills
- Good interpersonal skills and patience to handle complex and/or challenging client issues
- Familiarity with clinical research a plus
- College Degree, Bachelor's or Associate's degree in Information technology or business administration or equivalent experience
Benefits
- Competitive health, dental, life, and disability insurance plans
- Generous PTO
- Company 401k match