Client Support Specialist 4 | On site
Req ID: 5039
Connext is a dedicated team of business process outsourcing experts and innovators, with experience in supporting world-class companies in Title and Escrow, Healthcare, Produce Distribution, Retail and Fashion, Design Consulting, and Finance.
We are currently looking for a Client Support Specialist 4 who will be working with Connext's Client in the United States of America.
What's in it for you?
25% Night Differential
Perfect Attendance Bonus
Mid-year Bonus!
Competitive compensation
Life insurance
HMO Insurance
Great company culture
What is the job?
The Client Support Specialist 4 provides advanced technical and operational support to clients using financial technology platforms.
Responsibilities:
• Serve as a primary point of contact for international clients and respond to daily platform-related inquiries.
• Provide guidance to clients on platform features, functionality, and processes.
• Prioritize and manage client requests based on urgency and business impact.
• Maintain a high level of professionalism and client service during all interactions.
• Explain technical concepts and solutions clearly to non-technical clients.
• Build and maintain strong relationships with clients through responsive and effective communication.
• Troubleshoot client issues and determine appropriate solutions or escalation paths.
• Investigate system issues and reported problems to identify root causes and resolutions.
• Monitor platform performance and system activity using available monitoring tools.
• Track and document bugs, system issues, and technical concerns through appropriate ticketing or collaboration tools.
• Support testing and validation of new platform functionality, fixes, and enhancements.
• Coordinate with internal technical teams to ensure issues are resolved efficiently.
• Maintain accurate documentation of client interactions, issues, actions taken, and resolutions in CRM or ticketing systems.
• Identify recurring issues and opportunities to improve platform processes, workflows, and client support.
• Provide feedback and recommendations to improve the overall client experience.
• Follow company policies, procedures, and established support best practices.
Qualifications:
• Minimum of five (5) years of experience in client-facing technical support or a similar role.
• Experience using any CRM or ticketing systems.
• Experience providing technical support and troubleshooting for clients
• Experience handling phone interactions with clients while maintaining professionalism and positive client relationships.