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Ethixbase360 · 2 months ago

Senior Client Support Specialist

United States

Full-time

Remote

Mid, Senior Level

$51K/yr - $51K/yr

3+ years exp

Ethixbase360 is dedicated to providing unwavering support and expert guidance to clients. As a Senior Client Support Specialist, you will lead the client support department, providing advanced support, mentoring junior specialists, and improving support processes.

Information TechnologySaaS

Responsibilities

Provide expert-level support to clients, resolving complex issues and escalations that require in-depth knowledge of our products and services

Own resolution of mainly but not only 2nd Line queries by taking tickets within the agreed first response timescales, work with other team members to see the tickets completed within the agreed SLA’s. Escalate appropriately within the Support team to the 3rd Line team, and through line management for high severity issues

Develop a deep understanding of our products/services to provide accurate and insightful information to clients and colleagues, as well as end to end training to the users of the platform. Update your knowledge and proactively keep up to date with the latest development in the Ethixbase product suite. Make line management aware of personal development goals

Acquire a comprehensive understanding of the due diligence landscape, enabling you to gain insights into clients' perspectives and their objectives in relation to their roles and responsibilities

Act as a mentor to junior support specialists, providing guidance, training, and support to help them excel in their roles

Identify areas for process improvement within the client support department and collaborate with the team to implement changes that enhance efficiency and effectiveness

Act as a point of contact for escalated client concerns, using your advanced skills to address and resolve issues to the client's satisfaction

Develop training materials and provide ongoing training to support specialists, ensuring they stay current with product updates and best practices

Analyze client support data and trends to identify opportunities for service improvement and product development and work closely with the relevant teams (Product, AMs, CSMs, etc.)

Collaborate with other departments, such as product development and sales, to communicate client feedback and contribute to product improvements

Set a high standard for client support excellence and serve as a role model for the support team

Fulfilling the role in a manner that is consistent with all applicable laws and regulations and the long-term prosperity of the business

Qualification

Client support experienceCRM software proficiencyLeadership skillsAnalytical mindsetCommunication skillsProcess improvementClient feedback handlingTraining developmentMentorship