Client Support Specialist I

Job Description

Job Description

Description:

Department: Frontline Services

Reports to: Associate Manager, Frontline Services

Department Growth Path: Client Support Specialist II

Job Summary

The Client Support Specialist I serves as the primary point of contact for clients, providing frontline technical support by resolving routine issues and escalating more complex incidents as needed. This role is responsible for accurate problem identification, analysis, and troubleshooting, as well as proper ticket documentation and timely escalation in accordance with established procedures.

Support requests are received via email, ticketing system, or telephone. The Client Support Specialist I consistently delivers exceptional customer service through clear, professional communication, ensuring a positive client experience while working collaboratively with technical teams and end users.

The ideal candidate is self-motivated, able to work with minimal supervision, and demonstrates strong aptitude in troubleshooting basic IT issues. This position is primarily based in-office.

Essential Functions

• Respond to incoming support requests via phone, email, or tickets.

• Troubleshoot basic networking components and software issues.

• Document incidents and resolutions in the ticketing system.

• Escalate unresolved issues to Level 2 specialists.

• Provide basic user training on software and hardware usage.

• Follow pre-defined procedures and workflows for handling tickets.

• Document all work done in Autotask (and cross-ticket when applicable).

• Appropriately escalate issues beyond their scope.

• Maintain appropriate internal documentation

• Strong communication and customer service skills.

• Problem-solving and troubleshooting abilities.

• Basic understanding of operating systems (Windows, macOS).

• Familiarity with common applications (Office Suite, email clients).

• Knowledge of hardware components (printers, computers, peripherals).

• Basic knowledge of networking components (Switches, firewalls, gateways)

• 0-1 year of IT support or customer service experience.

• Associate’s degree in computer science or equivalent work experience (preferred)

Atomic Data provides equal employment opportunities to all employees and applicants for employment in accordance with all applicable laws, directives, and regulations of federal, state, and local governing bodies or agencies. Our organization will not discriminate against or harass any employee based on actual or perceived race, color, creed, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, familial status, veteran status, sexual orientation, gender identity, genetic information, status regarding public assistance, membership or activity in a local human rights commission activity, or any other characteristic protected by applicable federal, state, or local laws. Atomic Data will take affirmative steps to ensure that all our employment practices are free of discrimination. Such employment practices include, but are not limited to, the following: hiring, promotion, demotion, transfer, recruitment or recruitment advertising, selection, layoff, disciplinary action, termination, rates of pay or other forms of compensation, and selection for training, including apprenticeship. We will provide reasonable accommodation to applicants and employees with disabilities whenever possible. In addition, all employees are expected to perform their essential functions in a manner that supports equal employment opportunities.

Any employee or applicant for employment who believes they have been treated in a way that violates this policy should contact Human Resources. Human Resources will take immediate action to investigate and address allegations of discrimination or harassment confidentially and promptly.