Client Delivery and Support Specialist

Description

Overview

At Clarifire, we empower businesses through intelligent automation. As a Client Delivery and Support Specialist, you will be at the heart of delivering innovative solutions that help our clients achieve operational excellence using the CLARIFIRE® application. You will work closely with the Client Delivery Managers and cross-functional teams to ensure client satisfaction, support application functionality, and enable process improvements. The Client Delivery and Support Specialist works to understand the needs of the Client’s business and to assist with providing solutions in a prompt, accurate, and professional manner. With a commitment to continued improvement, team members utilize education, experience, resources, and communication as vehicles to achieve brighter automation solutions for our clients in a manner that further facilitates the organizational objectives of Clarifire.

Primary Responsibilities:

• Acquire a deep understanding of the CLARIFIRE® application and client business processes.
• Diagnose and resolve client support issues including user access, password resets, data connectivity, training requests, and workflow troubleshooting.
• Investigate root causes through SQL queries, workflow reviews, and analysis against regulatory standards.
• Monitor and report on service-level agreements (SLAs), open tickets, and delivery status.
• Escalate and follow up on technical issues with Application Support, Business, and Development teams.
• Document and track all client requests, identifying trends and suggesting system enhancements.
• Maintain up-to-date information in the CLARIFIRE ticketing system.
• Collaborate with SMEs and senior team members to update documentation for user support, training, policy, procedures, workflow, release materials, and other documentation as required. 
• Conduct standard internal and external training sessions for the CLARIFIRE application.
• Manage the CLARIFIRE User Audit process in partnership with the Risk and Compliance team.
• Assist Quality Assurance team with client requirement testing.

Qualifications

• Initiative-taking and eager to learn new applications, with a strong commitment to continuous professional development. 
• Effective in managing multiple tasks and deadlines in high-pressure environments.
• Skilled in setting priorities and working independently to achieve goals.
• Proficient in gathering and clarifying incomplete or ambiguous information from stakeholders.
• Exceptional written and verbal communication skills, capable of building trust with internal teams and external clients. 
• Solid working knowledge of project and business analysis principles, with demonstrated ability to identify issues and communicate effective solutions.
• Proven experience in scoping, planning, and managing tasks effectively.

Requirements

• Bachelor’s Degree or equivalent combination of education and experience.
• Minimum of 2 years of experience in a Support, Client Success, or Customer Satisfaction role within a technology-driven environment.
• Proficiency in Microsoft Office Suite (Excel, Word, Outlook, PowerPoint).
• Basic understanding of SQL preferred.
• Experience with workflow and process automation tools a plus.
• Mortgage Servicing knowledge is desirable.