Position Details

Type Not Specified

Experience entry

Exp. Years 2 years equivalent customer service or technical support experience

Education Not specified

Category Customer Success & Support

About this role

This role provides customer support for Simplifile products and platform workflows. The Client Support Specialist resolves technical problems, strives for first-call resolution, documents interactions in a case management system, and supports service level attainment.

Key Responsibilities

Troubleshoot and resolve customer-reported technical problems
Strive for first-call resolution while meeting escalation standards
Analyze symptoms versus expected functionality to identify probable causes
Document all customer interactions accurately in a case management system
Maintain service level attainment and manage case backlog

Technical Overview

The technical scope focuses on software application problem diagnosis and troubleshooting to identify probable causes and corrective actions. The role emphasizes resolving issues with minimal assistance for most cases and following escalation procedures when needed.

Ideal Candidate

The ideal candidate is an entry-level Client Support Specialist with 2+ years of equivalent customer service or technical support experience. They can troubleshoot software issues, perform basic software application problem diagnosis, and deliver first-call resolutions while maintaining service level attainment and accurate case documentation in a case management system.

Must-Have Skills

2 years equivalent customer service or technical support experienceability to diagnosetroubleshootand resolve software application problemsfirst-call resolutiontimely resolution of technical problemsaccurate documentation in a case management systemanalyze and compare conceptual and technical symptoms to expected functionalitymanage own time to department and team standardsmanage case backlog to departmental standardsunderstand and follow company and departmental guidelines and policies for customer interaction/customer service

Tools & Platforms

case management systemSimplifile

Required Skills

customer servicetechnical supporttroubleshootingsoftware application problem diagnosisfirst-call resolutionservice level attainmentcase management systemdocumentationcommunicationtime managementescalation managementroot cause analysis

Hard Skills

customer servicetechnical supportsoftware application problem diagnosistroubleshootingsoftware problem diagnosisroot cause identificationcorrective course of actionsoftware issue escalationcase management systemsystemic customer-impacting problem recognitionSimplifile software solutionsdocumentation of customer interactionssoftware workflow support

Soft Skills

customer focuscommunicationwritten communicationoral communicationactive listeningadapt communication styleteamworkcollaborationprofessionalismtime managementproblem solvingcustomer satisfaction mindsetconfidence in delivering solutions

Industry & Role

Industry SaaS

Job Function Deliver timely, consistent customer and technical support for Simplifile software solutions.

Role Subtype Technical Support Specialist

Keywords for Your Resume

Client Support Specialistcustomer supporttechnical supportSimplifileSimplifile productssoftware solutionstroubleshootingsoftware application problem diagnosisdiagnosisroot causecorrective course of actionfirst-call resolutionservice levelservice level attainmentcustomer satisfactionescalationtechnical escalationcase backlogcase management systemdocumentationcommunicationwritten and oral communicationsactive listeningtime managementsystemic customer-impacting problemsdepartmental guidelines

Deal Breakers

Must have 2 years equivalent customer service or technical support experience, Must be able to troubleshoot and diagnose software application problems with minimal assistance for the majority of assigned cases, Must be able to accurately document customer interactions in a case management system

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Client Support Specialist - Simplifile

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