Client Support Specialist

Job Description

Job Description

Role Overview:

Yellow Dog Software is seeking a curious, resourceful, and solution-oriented professional to join our Support Desk team in our Norfolk, VA office. This role is ideal for a technically capable, client-focused professional who enjoys troubleshooting, learning complex systems, and helping customers find practical solutions.

Yellow Dog Software develops, implements, and supports our own inventory management software along with a broad network of third-party integrations. Our mission is simple: to improve the lives of our customers by making inventory easier. As a member of our Client Support Team, you will play a critical role in delivering on that mission by providing knowledgeable, responsive, and solutions-focused support to our clients.

The ideal candidate brings experience in technical support, software support, or a related client-facing environment and is comfortable balancing technical problem-solving with exceptional customer service. We are looking for a confident communicator who can listen carefully, troubleshoot effectively, explain technical concepts clearly, and take ownership of issues through resolution. 

Key Responsibilities and Expectations:

• Collaborate, answer questions, and arrive at effective and timely solutions.
• Provide superior customer service by exercising in active listening, effective trouble-shooting, and continual problem-solving methods.
• Learn, train, and teach clients software use and best practices.
• Track activity via our ticketing system, Zoho Desk.
• Research and provide the best solutions for our clients.
• Communicate clearly and concisely with clients, teammates, and coworkers, specifically requiring superior written and verbal communication.
• Nurture positive relationships with our clients.
• Show a willingness to learn and improve every day and an ongoing effort to develop a deep understanding of our products.
• Lead clients to solutions within the framework of defined support processes.
• Demonstrated proficiency with Microsoft Office Suite, including Outlook, Word, Excel, and related business applications.
• Minimum of two years of experience in a professional services or corporate environment.

Preferred experience:

• Preferred experience in software support, customer success, SaaS, hospitality technology, or a related client-facing role.
• Experience with point-of-sale, inventory, or accounting systems a plus.
• Bachelor's degree in related field.

Schedule:

• Monday to Friday, 8:30-5:00 with some afterhours/on call work.
• Weekends/afterhours are worked on a rotating, on call basis.