This position will rely heavily on the candidate’s ability to maintain positive interactions with our clients when assisting them with technical challenges. The Client Support Tech is responsible for resolving technical issues related to hardware, software, and web applications using remote communication and direct interaction. Client Support Techs assist the client in setting up their solutions, guiding them with the instructional materials, and responding to any inquiries or concerns they have. Client Support Techs also work closely with company executives to test and develop new technical solutions. The ideal candidate would have a strong customer service background, a broad knowledge of I.T. hardware & software, and some experience with web development.

Responsibilities

• Respond to support telephone calls, emails, and direct messages
• Coordinate with Product Managers, Engineers, and Sales Managers to help resolve more complex customer product technical concerns
• Provide Tier 2 Technical Support to all business partners
• Install and troubleshoot on-premise hardware
• Ensure proper follow-up to resolve inquiries promptly
• Assist with the implementation of new solutions and feature expansions
• Ability to ask qualifying questions to identify client needs
• Fully answer, and anticipate, the needs of our clients
• Address customer dissatisfaction with care, perseverance, and concern
• Ability to handle multiple tasks and make business decisions with little supervision
• Strong desire to learn about past, present, and future solutions
• Attend cross-functional meetings as needed to support company initiatives

Perform quality control and provide feedback to appropriate channels