Client Support 1

Client Support I (Tier 1) 

Position Summary 

Client Support I is the first point of contact for customers using the company’s software platform. This role focuses heavily on customer service, issue intake, basic troubleshooting, and ensuring clients receive timely, professional, and friendly support. 

Key Responsibilities 

• Respond to customer inquiries via phone, email, chat,
  and support tickets.  

• Assist users with password resets, account access, navigation, and basic software functionality.  

• Provide exceptional customer service and maintain a positive client experience.  

• Accurately document customer interactions and issue details in the support system.  

• Escalate unresolved or technical issues to higher support tiers.  

• Follow up with customers to ensure issue resolution and satisfaction.  

• Maintain knowledge of software features, updates, and common workflows.  

• Meet customer satisfaction and response to time goals.  

Qualifications 

• High school diploma or equivalent required.  
• 0–2 years of customer service or software support experience.  

• Strong verbal and written communication skills.  

• Comfortable working with software applications and technology.  

• Ability to stay calm and professional in challenging situations.  

• Experience using ticketing or CRM systems preferred.  

• Strong organizational and multitasking skills
  in a fast-paced environment. 

Preferred Skills 

• Call center or SaaS support experience. 
• Bilingual (English/Spanish) skills are preferred but not required.

• Customer-focused mindset.   

• Experience with CRM or ticketing systems.  

• Strong empathy and active listening skills.  

• Strong attention to detail and organization.  

• Team-oriented mindset.