Client Support Specialist

Role Summary
We are looking for a Client Support Specialist with a strong service mindset, excellent problem-solving abilities, and a passion for helping clients effectively use technology. This role provides knowledgeable, solution-oriented technical and application support to clients and works closely with internal teams to investigate issues, answer questions, and identify appropriate solutions.

The Client Support Specialist serves as a technical resource for clients and Account Managers, helping them to understand and resolve application-related questions and challenges. The ideal candidate is a strong problem solver who can understand the underlying issue, communicate technical information clearly, and work collaboratively to drive issues toward resolution. This role is not primarily transactional support; it requires sound judgment, technical curiosity, and the ability to understand how clients use our solutions.

You will…

• Provide knowledgeable technical and application support to clients, serving as a resource for questions, issues, and challenges related to our solutions.
• Develop an understanding of client needs, workflows, and business objectives to provide thoughtful, solution-oriented assistance.
• Investigate client questions and technical issues, using critical thinking and problem-solving skills to identify root causes and appropriate solutions.
• Guide clients through solutions, system functionality, and best practices to help them effectively utilize our products and services.
• Provide clear guidance and recommendations to clients regarding application functionality, workflows, and potential solutions.
• Identify recurring client needs, product challenges, and opportunities for improvement and communicate those insights to appropriate internal teams.

• Document client interactions, issues, resolutions, and other relevant information within Dynamics CRM and our support systems.
• Contribute to the ongoing improvement of client support processes, resources, and best practices.

You have…

• 1+ years of client technical support experience.
• Bachelor’s degree or equivalent experience.
• Exceptional customer service background
• Excellent written/oral communication and interpersonal skills
• Ability to work effectively in a team as well as independently.
• Strong technical troubleshooting skills and the ability to approach unfamiliar issues logically.
• A strong desire to exceed client expectations.
• High personal integrity and uncompromising ethics
• Willingness to submit to a required background check.

Perks & Benefits
We offer a competitive benefits and compensation package including paid time off, paid holidays, medical, dental, vision, long-term disability, voluntary life insurance, legal benefits, identity theft protection, health savings account, education reimbursement, learning and development reimbursement, company-paid basic life insurance, company-paid short-term disability, and a 401(k) plan with a company match.

About nFocus Solutions
nFocus Solutions is dedicated to the development of innovative technologies and intelligent business solutions for the public sector. We are a leading provider of applications, services, and technologies that nonprofit organizations, communities, first responders and government agencies rely on to deliver services to the public at large. Our high-quality data management and analysis software enable our clients to achieve clear, well-defined results that change the world.

At nFocus Solutions, we are committed to a diverse and inclusive workforce. We believe that great minds think differently. We value diversity of backgrounds, beliefs, and interests, and we recognize diversity as an important source of innovation. nFocus Solutions is an equal opportunity employer and does not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

 

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