Position Details

Type Not Specified

Experience entry

Exp. Years Not specified

Education Not specified

Category Customer Success & Support

About this role

The Client Support Specialist provides customer and end-user support for background screening solutions within a SaaS environment. The role handles inquiries through ticketing, LiveChat, email, and phone, and works with customers to replicate errors and drive resolutions while feeding customer feedback to management.

Key Responsibilities

Provide user support to improve customer/end-user experience
Respond to customer service inquiries via product ticket system, emails, LiveChat, and phone calls
Work with customers to identify and replicate errors and defects for resolution
Collaborate with team members to resolve customer inquiries
Provide customer feedback to support management through regular team meetings

Technical Overview

This is support-side work focused on diagnosing and reproducing reported errors/defects using a product ticket system and multiple communication channels (LiveChat, email, phone). You will coordinate with internal teams to resolve issues and contribute recurring service request insights for continuous improvement.

Ideal Candidate

The ideal candidate is an entry-level customer support professional who can provide user support for a SaaS product, handling inbound inquiries through a product ticket system, LiveChat, email, and phone. They are comfortable collaborating with internal teams to replicate errors/defects and drive timely resolutions, while sharing customer feedback with management.

Must-Have Skills

Provide user supportProvide timely responses to customer service inquiries via product ticket systememailsLiveChatand phone callsWork with customers to identify and replicate errors and defectsCollaborate with team members to provide resolutions to customer inquiriesProvide customer feedback to support management through regular team meetings

Tools & Platforms

LiveChatticket systememailphone calls

Required Skills

Client SupportClient Support SpecialistBackground Screeninguser supportproduct ticket systemLiveChatphone callsemailserror replicationdefectscustomer feedbackcustomer inquiriesservice requestsresolutionPBSA accreditation

Hard Skills

Customer supportUser supportProduct ticket systemEmail supportLiveChatPhone calls supportError replicationDefect identificationCustomer issue resolutionCustomer feedback reportingBackground screening solutionsProfessional Background Screening Association (PBSA) accreditationService request identification

Soft Skills

Customer communicationCollaborationProblem-solvingTeamworkAbility to work with customersFeedback handlingResponding timely

Industry & Role

Industry SaaS

Job Function Support clients and end-users of background screening software and resolve issues through ticketing and direct communication.

Role Subtype Customer Support Specialist

Keywords for Your Resume

Client Support SpecialistClient SupportBackground Screeninguser supportcustomer support inquiriesproduct ticket systemLiveChatphone callsemailserror replicationdefectscustomer feedbackcustomer inquiriesservice requestsresolutioncustomer support managementbackground screening solutionsProfessional Background Screening Association (PBSA)

Deal Breakers

Must be able to support inquiries via product ticket system, emails, LiveChat, and phone calls, Must work a hybrid schedule (2 days work from home; 3 days in office) in Tampa, FL or Tulsa, OK

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