Software Customer Service Representative

Job Title: Client Support Specialist

Overview
We are seeking a Technical Client Support Specialist to handle customer inquiries across multiple communication channels. The role involves case management, client interaction, issue resolution, and participation in projects that improve customer experience and internal processes.

Key Responsibilities

• Respond to client inquiries via phone, email, and chat in a professional and timely manner.

• Document cases accurately in the case management system.

• Track daily productivity metrics and identify areas of improvement.

• Participate in assigned projects such as platform testing, creating training content, client outreach, or knowledge base updates.

• Make outbound calls to clients to resolve complex issues requiring additional follow-up.

• Adapt to evolving processes and policies as directed by leadership.

• Collaborate with technical teams by escalating client issues and providing relevant details for resolution.

Knowledge, Skills & Abilities

• Strong customer service and problem-solving skills.

• Excellent attention to detail and organizational skills.

• Ability to multi-task and manage competing priorities.

• Effective written and verbal communication skills.

• Empathy, patience, and professionalism in high-pressure situations.

• Analytical skills for interpreting incidents and identifying solutions.

• Ability to work independently while contributing to team objectives.

• Commitment to confidentiality and information security.

• Dependable with strong attendance and punctuality.

• Proficiency with common business applications (e.g., Microsoft Office, case management systems); ability to learn specialized platforms quickly.

Additional Notes

• Ongoing training will be provided on proprietary systems and tools.

• Continuous learning and adaptability are expected to support evolving client needs and technologies.
  
  Determining compensation for this role (and others) at Vaco/Highspring depends upon a wide array of factors including but not limited to the individual’s skill sets, experience and training, licensure and certifications, office location and other geographic considerations, as well as other business and organizational needs. With that said, as required by local law in geographies that require salary range disclosure, Vaco/Highspring notes the salary range for the role is noted in this job posting. The individual may also be eligible for discretionary bonuses, and can participate in medical, dental, and vision benefits as well as the company’s 401(k) retirement plan.