Client Support Specialist

About the Company

Our client is a well-established and growing software company that provides cloud-based business management solutions, payment processing, digital engagement tools, and compliance services to organizations across multiple industries. Serving tens of thousands of customers nationwide, the company is recognized for helping organizations streamline operations, improve efficiency, and strengthen customer engagement through innovative technology.

Location: Milton, GA

Work Arrangement: Hybrid

Team members are expected to work from the office as needed based on business priorities, team collaboration, project requirements, and manager guidance. There is no fixed minimum number of in-office days.

What You'll Do

• Deliver exceptional support to customers using the company's software products.
• Respond to customer inquiries via ticketing system, email, live chat, and phone.
• Troubleshoot customer issues by identifying, reproducing, and documenting software errors.
• Escalate technical issues, software defects, and data concerns to the appropriate internal teams.
• Identify recurring customer issues and contribute knowledge base articles or process improvements to reduce support volume.
• Review and route support tickets accurately.
• Identify opportunities for product upsell and cross-sell referrals.
• Maintain professionalism and build positive relationships with customers and internal stakeholders.
• Keep customer records updated within the CRM and support systems.
• Stay current on product enhancements, internal processes, and policy updates.
• Participate in operational improvement initiatives and team projects.
• Translate technical concepts into easy-to-understand language for customers.
• Develop expertise in assigned products and serve as a trusted resource for clients.
• Maintain strong knowledge of ongoing product releases and features.

Qualifications

• 3+ months of experience in customer service, technical support, or another customer-facing role.
• High school diploma or equivalent combination of education and experience.
• Ability to quickly learn ticketing and customer support platforms.
• Strong communication skills with the ability to bridge technical and non-technical conversations.
• Proficiency with Microsoft Office 365 (Word, Excel, Outlook, Teams, PowerPoint).
• Experience using collaboration and scheduling tools such as Teams, Outlook, and SharePoint.
• Familiarity with phone queue systems is preferred.
• Experience supporting SaaS products is a plus.
• Ability to meet or exceed established service levels and performance metrics.
• Excellent organizational, time management, listening, and follow-up skills.

Benefits

The company offers a competitive benefits package designed to support employee well-being and work-life balance, including:

• Comprehensive medical, dental, and vision coverage.
• Flexible paid time off and paid holidays.
• 401(k) with employer matching.
• Paid parental leave.
• Employee Assistance Program (EAP) and mental wellness resources.
• Professional development and education reimbursement.
• Employee recognition and rewards programs.
• Collaborative, inclusive, and growth-focused culture.

Equal Opportunity Employer

Our client is an Equal Opportunity Employer and is committed to creating an inclusive workplace where all employees are valued and have equal opportunities to succeed. Employment decisions are made without regard to any protected characteristic under applicable law.