Summary:
Fibersmith is looking for a customer-centric Client Support Specialist to join our growing and innovative software company. This role will support telecommunication providers of all sizes across the country who use Fibersmith’s software-as-a-service product, Vision, to manage and lead their daily business operations.
The Client Support Specialist will serve as a friendly professional ready to problem solve, build rapport, and provide timely and effective resolution to client questions. A successful candidate will need to be a strong communicator and comfortable with solving challenging situations and technical issues.
Our group is composed of passionate, persistent, and hard-working teammates. This individual will need to become a product expert to be able to quickly analyze, troubleshoot questions and provide solutions.
Key Duties and Responsibilities:
- Responsible for responding to email and phone calls-you do not have to know how to answer every question, but you must be responsive and timely, know where to get the answers, and be accountable for solving any problems
- Be responsible for SaaS support and maintaining productive and positive interactions with clients
- Troubleshoot issues and problems that clients and/or other team members are having with the system. Create bug tickets as appropriate.
- Keep detailed documentation to track client questions, answers and interactions
- Analyze current systems and operational tasks with the aim of increasing efficiency, fully automate wherever possible, and enhance current software features.
Qualifications and Qualities:
- Experience in roles of service with public interaction
- Technical background or software industry experience preferred
- Eager to learn and confident in using and new technology
- Ability to present ideas in a user-friendly, business-friendly manner
- Thrives in a fast-paced, multi-tasking, no-two-days-the-same environment
- Willingness to work outside of regular business hours as need to meet client needs
- Must be self-motivated and strive for high quality of work
- Flexible with the changing needs of a growing business
- Value integrity, excellence, hard work and winning
- Ability to work effectively with a diverse group of individuals at all organizational levels
- Thrive on challenges and look to be involved in issues and have an impact
- Have the professional maturity to take ownership, operate with transparency, and focus on producing results
- Work with quality assurance by identifying bugs and new features to help improve end user experience
- Ability to make informed recommendations on areas of improvement for self, coworkers, products and services