Main Responsibilities and Required Skills for a Client Support Specialist
A Client Support Specialist is a professional who plays a crucial role in providing assistance and resolving issues for clients or customers. They are responsible for ensuring that customers have a positive experience and receive the support they need. In this blog post, we will describe the primary responsibilities and the most in-demand hard and soft skills for Client Support Specialists.
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Main Responsibilities of a Client Support Specialist
The following list describes the typical responsibilities of a Client Support Specialist:
Act as
Act as a liaison between customers and internal teams.
Adhere to
Adhere to established service level agreements (SLAs) and response times.
Advise
Advise and assist with reporting.
Advocate
Advocate for the client with Sales or PS to contract for needed services.
Analyze
Analyze and assist the client success team needs through monitoring of support channels.
Analyze customer data to identify patterns and trends.
Analyze inquiry or issue, communicate, document to timely resolution.
Answer
Answer clients' software functionality questions in a clear and timely manner.
Answer incoming phone calls.
Answer the phone for service calls and respond to voicemails.
Answer the phone with a smile and assist a customer who cannot find a closing location.
Answer user inquiries via phone and email regarding software operation to resolve problems.
Anticipate
Anticipate user questions and be ready with timely and relevant responses.
Assess
Assess usage of minutes and make upgrade recommendations based on their volume.
Assign
Assign sales leads to appropriate sales representatives by asking qualifying questions of customers.
Assist in
Assist clients with coordinating rides to court when requested.
Assist clients with paperwork completion.
Assist customers in troubleshooting technical issues.
Assist customers with technical support via incoming phone calls and support tickets.
Assist in customer retention efforts and reducing churn.
Assist in the development of support materials, such as FAQs and user guides.
Assist in the testing of regular system and application updates.
Assist with deposit services when needed.
Assist with new manifest creation.
Assume
Assume leadership role and provides guidance.
Author
Author, edit, publish and maintain solutions of known issues / solutions.
Capture
Capture client feedback and document areas for improvement.
Coach
Coach clients on operational processes that will help meet their goals.
Coach clients on the adoption of key features to help them meet their goals.
Collaborate with
Collaborate with cross-functional teams to address customer needs.
Collaborate with team members to share best practices and provide assistance.
Collaborate with the product team to relay customer feedback and suggestions.
Collaborate with the sales team to identify upsell or cross-sell opportunities.
Communicate
Communicate across departments for resolution on Archtics server issues.
Communicate and collaborate with other internal departments.
Communicate changes and progress.
Communicate product updates, new features, and functionality to client base.
Communicate TM product updates, new features and functionality to clients.
Complete
Complete administrative responsibilities on a timely basis.
Complete all Break / Fix Technician training elements within required timeframes.
Complete an attorney onboarding package for a new attorney joining our program.
Complete projects on time and budget.
Complete weekly edits and proactively manage operational controls that impact the clients accounts.
Conduct
Conduct customer outreach and proactive communication.
Conduct customer satisfaction surveys and gather feedback.
Conduct regular follow-ups to ensure customer issues are fully resolved.
Contribute to
Contribute to Knowledge Base Articles for sharing with other TSR.
Contribute to team effort by accomplishing related results as needed.
Coordinate
Coordinate networking issues between client IT and TM Field Technology.
Create
Create and fosters internal partnerships to facilitate client transactions & servicing.
Create, update and maintain ownership of cases, upholding SLAs ranging from low to critical priority.
Create videos and support tools to show clients how to do / find things.
Deliver
Deliver expert technical support and understand and champion customers' product needs internally.
Deliver high quality work on time and on task.
Develop
Develop and deliver support materials, documentation and training for new and existing products.
Develop and grows customer relationships.
Diffuse
Diffuse and respond to client escalations.
Educate
Educate customers of troubleshooting steps.
Educate customers on product features or additional services to meet their needs.
Embrace
Embrace feedback and coaching opportunities to optimise individual performance.
Encourage
Encourage clients to submit satisfaction reviews to enhance confidence in the brand.
Ensure
Ensure accurate documentation and receipt of fees.
Ensure adherence to compliance regulations, security, bank policies, procedures, and goals.
Ensure all paperwork received is compliant with bank regulatory and legal requirements.
Ensure customer has up to date contact information and escalation path.
Ensure high quality of ‘holding' and care in all of your communications.
Enter
Enter all correspondence and necessary information for problem resolution into support desk software.
Enter customer and account data by inputting alphanumeric information on keyboard.
Establish
Establish any special client MOP types.
Excel
Excel maintaining a cohesive team working environment.
Expedite
Expedite timely resolutions wherever possible to help maintain and reduce case closure cycle times.
Explain
Explain difficult or sensitive information.
Follow
Follow communication and processing procedures, guidelines and policies.
Follow-up
Follow-up with clients on outstanding new account paperwork within set timeframe.
Follow up with customers to ensure their satisfaction.
Gather
Gather and analyzes information skillfully.
Generate
Generate invoices to be sent to customers for payment.
Greet
Greet a copy repair man with the same cheer as a client.
Greet and assist customers in a friendly, professional manner.
Grow
Grow long term relationships with clients through communication and outstanding customer support.
Handle
Handle billing inquiries and resolve payment-related issues.
Handle blotters received from checks.
Handle highly confidential information.
Handle simple to complex customer inquiries and resolve account servicing issues.
Help
Help facilitate loans processed from initiation through closing.
Host
Host weekly database seminars for new and existing clients.
Identify
Identify and assess customers' needs to achieve satisfaction.
Identify and assist in resolving event programming related errors.
Identify and assist in resolving event related errors.
Identify and escalate complex issues to appropriate teams or individuals.
Identify and refer more complex issues to higher level staff.
Identify and resolve problems in a timely manner.
Identify Finastra solution or upgrade opportunities.
Identify high priority support tickets and escalate them as needed.
Identify upsell opportunities.
Improve
Improve efficiency of accounts and optimize existing processes.
Install
Install Archtics on workstations and ticket printers.
Keep
Keep confidentiality and handle sensitive customer information with care.
Keep current on company products and service offerings.
Keep up-to-date working knowledge of Ticketmaster ONE web portal.
Liaise
Liaise between Client Success, Operations, and Finance teams to resolve incoming client queries.
Listen
Listen and take time to empathize and understand where others are coming from.
Maintain
Maintain 90% or better CSAT score.
Maintain accurate records of customer interactions and transactions.
Maintain client confidentiality and regulatory compliance standards.
Maintain contract knowledge and ability to explain provisions to clients.
Maintain customer confidence and protects operations by keeping information confidential.
Maintain customer contacts to enable accurate tracking and reporting.
Maintain high level of customer satisfaction through efficient and timely customer resolution.
Maintain proper records for reporting and audit purposes.
Maintain spreadsheets and other reports for inventory.
Make
Make outound calls to customers for compliance.
Manage
Manage and maintain client sales profiles.
Manage and maintenance of high-profile customers.
Manage and monitor the queue of bugs reported by clients and TrackTikers.
Manage and set customer expectations on timely resolutions of open requests.
Manage back office activities to maintain client functions.
Manage client membership payments (reminders, changes, payment processing).
Manage contact lists as well as audit and update the CRM.
Manage escalations and expectations for both the customer and Internal personnel.
Manage issue resolution with clients and support their needs.
Manage Teller Platform cases from origination to resolution.
Manage the daily payroll process to produce timely payroll for assigned clients.
Manage the Support Desk on assigned days, ensuring that all tickets are responded to within 24 hours.
Meet
Meet and exceed client service level agreements.
Monitor
Monitor and distribute emails and faxes.
Monitor and manage customer reviews and ratings.
Monitor queues for paperwork to be processed or distributed.
Monitor the route and status of technicians to coordinate and prioritize their schedule.
Offer
Offer recommendations and solutions to improve customer experience.
Onboard
Onboard new clients into our programs.
Order
Order office supplies and replenish the snacks / coffee.
Participate
Participate in team meetings and contribute to process improvements.
Perform
Perform a variety of tasks for quarter end and year-end processing and reporting.
Perform Business Reviews that feature tailored key metrics for each customer, as requested.
Perform database tasks as needed by client.
Perform entry of payroll information as required for client satisfaction.
Prepare
Prepare correspondence / reports / other documents as needed with guidance from client team.
Prepare documents for renewal and ensures documents are current.
Prepare
Prepare incoming paperwork for review or processing.
Prepare source data for computer entry by compiling and sorting information.
Process
Process customer and account source documents by reviewing data for deficiencies.
Provide
Provide coordination of a networking issues between client and TM IT.
Provide customers with electronic and telephone-based technical product support.
Provide direction for others.
Provide guidance and support to new customers during onboarding.
Provide high level marketing support on Ticketmaster no-cost solutions.
Provide impeccable customer service by ensuring if follow up is necessary with a customer.
Provide on-call support on a rotating basis.
Provide onsite event support and afterhours office support, as necessary.
Provide platform configuration and data management services to our clients and partners.
Provide post-implementation product support to customers.
Provide product or service information to customers.
Provide relevant information, support or training for platform products.
Provide solutions / answers to the consumers current and / or future needs.
Provide support to the implementation team as needed.
Provide training and support to other team members, if required.
Provide updates, status, and completion information to management.
Record
Record and / or maintain accurate information within ticketing and call centre systems.
Record power of attorney requests plus complete public guardian assignments.
Represent
Represent information and data accurately and completely.
Research
Research a file after a customer calls asking who is handling their file and where is it closing.
Research client / customer complaints about service levels.
Research phone numbers for advisors and agents as needed.
Resolve
Resolve advisor's and company's check NIGOs.
Resolve customer complaints or concerns in a timely manner.
Resolve issues with Customer Service for events with problems and / or special circumstances.
Resolve lower level complaints using established objection handling techniques and determining.
Respond to
Respond in a timely manner to clients and team members.
Respond to customer inquiries promptly and effectively.
Respond to emails that come to the customer service inbox.
Respond to inbound customer support enquiries from our global customer base.
Respond to inbound email enquires.
Respond to inbound phone calls related to their account.
Restart
Restart database server, credit card server, and DIGIT server.
Review
Review all assigned outstanding support cases daily updating and / or following up where appropriate.
Review emergency support requests.
Route
Route enquiries and queries to the correct team, according to business processes and guidelines.
Stay up-to-date with
Stay up-to-date with product knowledge and industry trends.
Submit
Submit distributions for processing and assign for follow-up.
Support
Support, and own where necessary, other infrastructure, systems, and operations projects.
Support inquiries include program questions.
Support live Webinars and classes for our students using Zoom, generally 3-5 events per week.
Support the coaching team with service delivery timelines.
Support the Webmaster on infrastructure projects and updating Member Portal materials.
Support vendors through enrollment process utilizing outbound phone calls.
Take
Take a new perspective on existing solutions.
Take Inbound calls and make out outbound calls.
Take inbound calls from customers and resolve their questions.
Take the time to do things right.
Track
Track clients working through our programs and update the team on client progress.
Track support case activity in an automated support portal.
Train
Train and educate customers on using products or services effectively.
Treat
Treat customers fairly living out our core values of customer excellence, respect and integrity.
Triage
Triage and respond to incoming requests for court information from clients.
Troubleshoot
Troubleshoot billing / finance complexities - leveraging the Finance Team as needed.
Troubleshoot router complexities - leveraging the Hardware Operations Team as needed.
Troubleshoot, verify and diagnose software performance issues / bugs raised by client users.
Understand
Understand best practices.
Update
Update customer profiles with pricing information.
Use
Use troubleshooting techniques and tools to identify the root cause of issues.
Utilize
Utilize customer support software or CRM systems effectively.
Verify
Verify entered customer and account data by reviewing, correcting, deleting, or reentering data.
Work with
Work closely with the sales and distribution teams to ensure on time delivery of products.
Work well in group problem solving situations.
Work with customers to troubleshoot software or hardware problems remotely.
Work with eS+ team to help manage client deliverables, expectations, risks and timelines.
Work within broad guidelines and policies.
Work with National / Central support groups to expedite problem resolution.
Work with National support groups to expedite problem resolution.
Work with our DIRTT partners and clients to find innovative solutions and provide product support.
Work with the Support and Operations teams to implement changes and fixes.
Most In-demand Hard Skills
The following list describes the most required technical skills of a Client Support Specialist:
Proficiency in customer support software or CRM systems.
Technical knowledge of products or services offered.
Strong troubleshooting and problem-solving skills.
Familiarity with remote support tools and technologies.
Ability to analyze and interpret customer data.
Knowledge of help desk ticketing systems.
Proficiency in using communication and collaboration tools.
Understanding of basic software and hardware troubleshooting.
Proficiency in Microsoft Office or similar productivity tools.
Knowledge of web-based applications and their functionality.
Familiarity with project management tools for task tracking.
Ability to navigate and leverage knowledge bases or support portals.
Basic coding or scripting skills for customization or automation.
Knowledge of network protocols and troubleshooting methodologies.
Proficiency in using diagnostic tools for identifying technical issues.
Familiarity with customer data management and privacy regulations.
Ability to perform data analysis and generate reports.
Knowledge of customer experience (CX) metrics and evaluation methods.
Understanding of cloud-based technologies and platforms.
Familiarity with customer feedback and survey tools.
Most In-demand Soft Skills
The following list describes the most required soft skills of a Client Support Specialist:
Excellent verbal and written communication skills.
Active listening and empathy towards customer concerns.
Patience and ability to remain calm under pressure.
Strong interpersonal and relationship-building skills.
Problem-solving and critical thinking abilities.
Adaptability to work in a fast-paced and ever-changing environment.
Time management and organizational skills to handle multiple tasks.
Ability to work independently and take ownership of customer issues.
Teamwork and collaboration to effectively work with cross-functional teams.
Customer-oriented mindset and focus on delivering exceptional service.
Flexibility to accommodate different communication styles and customer preferences.
Conflict resolution skills to handle challenging customer situations.
Positive attitude and willingness to go the extra mile for customers.
Cultural awareness and sensitivity in dealing with diverse customer backgrounds.
Detail-oriented approach to ensure accuracy in customer interactions.
Professionalism and ability to maintain composure in stressful situations.
Strong problem-solving skills to identify root causes and provide effective solutions.
Proactive and self-motivated attitude to anticipate customer needs.
Continuous learning mindset to stay updated with industry trends and technologies.
Resilience and ability to handle high-pressure situations with grace.
Conclusion
A Client Support Specialist has a wide range of responsibilities, including providing timely and effective customer support, resolving issues, maintaining customer satisfaction, and collaborating with internal teams. They require a combination of technical skills, such as proficiency in customer support software and troubleshooting abilities, as well as essential soft skills like communication, empathy, problem-solving, and adaptability. By possessing these skills, a Client Support Specialist can excel in their role and contribute to the success of the organization while ensuring a positive customer experience.
