About the job
Description
The Client Support Specialist is a dynamic role, supporting both external and internal stakeholders. This role is responsible for triaging internal and external support requests, serving as the first level of support for clients, tracking support resolution metrics, and organizing Clearspeed project details. This role includes some technical application support.
Responsibilities
We value team members who are innovative, driven, and enthusiastic. You are a proven self-starter and a proactive problem solver with a hands-on mentality and a result-oriented attitude. You possess strong project management skills, a high technical aptitude, and excellent communication skills. You must be a team player with a strong work ethic, initiative, and a positive attitude.
Requirements
At Clearspeed, we are driven by corporate DNA committed to the service of others and a passion for our AI-enabled technology that is redefining risk assessment. Our fast-growing team spans operations across the US, Canada, and the UK. Together our team of brilliant minds, diverse in expertise and experience, collaborate and contribute to a shared vision of enabling trust, faster.
Our company is committed to providing equal employment opportunities to all individuals. We value diversity and inclusion in our workplace, and we welcome and encourage individuals of all backgrounds to apply and join us on our journey to build trust faster.
Why join us?
Salary
Salary range is based on national benchmark data of comparable roles, skills and experience level. Exact compensation will be based on individual skills and experience, and location which will be assessed during the interview process.
- Preference for applicants located in London
- Full-time with benefits
- Up to 10% travel
The Client Support Specialist is a dynamic role, supporting both external and internal stakeholders. This role is responsible for triaging internal and external support requests, serving as the first level of support for clients, tracking support resolution metrics, and organizing Clearspeed project details. This role includes some technical application support.
Responsibilities
- Work closely with our technical operations team to identify and prioritize operational issues to ensure client systems are available worldwide 24/7.
- Prioritize and triage support tickets to the appropriate team based on the support requested by the client; process and resolve tickets effectively and efficiently.
- Serve as the first line of support for troubleshooting issues and support requests.
- Track and manage metrics around support tickets.
- Support Client Success Managers in completing project details for submission to the technical support team.
- Manage project details needed for record keeping and analysis (e.g. phone numbers, delivery methods, question library, client-facing resources, etc).
- Provide input for the highest priority material for the Clearspeed Knowledge Base.
- Support Client Success and DevOps via testing protocols for product/software releases; ensure extensive, proactive testing is completed.
- Perform additional related duties as required.
We value team members who are innovative, driven, and enthusiastic. You are a proven self-starter and a proactive problem solver with a hands-on mentality and a result-oriented attitude. You possess strong project management skills, a high technical aptitude, and excellent communication skills. You must be a team player with a strong work ethic, initiative, and a positive attitude.
Requirements
- Bachelor’s degree in a related field or equivalent work experience.
- 2+ years of professional experience in a customer or client facing support role.
- Experience supporting customers in a SaaS environment.
- Strong technical, project management and problem-solving skills.
- Experience with Jira, Freshdesk, or similar tools.
- Familiar with Voice-of-the-Customer skills and approaches.
- Excellent verbal, written and presentation skills.
- Ability to prioritize workload to meet critical objectives and timelines in a multi-tasking environment. Exceptional team player, but also comfortable working independently.
At Clearspeed, we are driven by corporate DNA committed to the service of others and a passion for our AI-enabled technology that is redefining risk assessment. Our fast-growing team spans operations across the US, Canada, and the UK. Together our team of brilliant minds, diverse in expertise and experience, collaborate and contribute to a shared vision of enabling trust, faster.
Our company is committed to providing equal employment opportunities to all individuals. We value diversity and inclusion in our workplace, and we welcome and encourage individuals of all backgrounds to apply and join us on our journey to build trust faster.
Why join us?
- Impactful work
- Collaborative environment
- Work-life balance
- Remote/hybrid work flexibility
- Competitive compensation: salary + performance-based bonuses
- Stock options
- Flexible work arrangements: every other Friday off!
- Unlimited paid time off
- Health and wellness coverage
Salary
Salary range is based on national benchmark data of comparable roles, skills and experience level. Exact compensation will be based on individual skills and experience, and location which will be assessed during the interview process.
