Client Support Specialist
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Job Description
Client Support Specialist supporting K–12 schools using Finalsite’s websites, communications, and enrollment platform. Troubleshooting client issues through ticketing, phone, chat, and social channels.
Responsibilities:
- Support clients via ticketing, phone, chat and social media channels in a timely manner
- Stay up to date on new product features, improvements, and web trends
- Provide support, training, best practice, and implementation assistance across the Content Management System and suite of products
- Troubleshoot, investigate, and create detailed software bug reports and product enhancement requests
- Participate daily in team stand-up meetings covering challenging tickets, software bugs, and other items
- Solve incoming calls while on the phone, summarizing and escalating others as appropriate
- Strengthen the Finalsite brand through product knowledge and customer service
- Serve as Tier 1 for client issues, escalating and interfacing with Tier 2 and other company personnel as needed
Requirements:
- Associate’s or Bachelor’s degree preferred, or commensurate experience
- Entry-level experience with websites built via content management systems (Wordpress, Squarespace, Wix, Weebly, Joomla, etc.) preferred
- Ability to multitask and maintain patience when faced with challenging situations
- Prior customer service or technical support experience preferred (min 2-4 years)
- Experience with support desk software (Zendesk preferred)
- Permanent residency in the United States
- Current and continued residency within the United States required to obtain and retain employment
Benefits:
- Competitive benefits
- Professional development opportunities
- Collaborative culture built on partnership and purpose
- Opportunity to grow your career
- 100% fully remote employment
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