Client Services Specialist - Senior (US Citizens Only)

PCI•Norman, OK

3d•Hybrid

About The Position

PCI Energy Solutions is a thriving global company where you can impact millions of lives every day. Our Software helps protect the environment and lowers utility bills by optimizing energy and utility company operations. We're hiring and growing in locations throughout the U.S. with our headquarters located in Norman, OK; We also have international offices in Peru and Mexico. We put a high value on work-life harmony by offering flexible working hours and remote work. You can work from home full-time or come into the office on a need basis. A Senior Client Service Specialist operates within PCI's client support team, delivering exceptional customer service while also administering the PCI application suite for clients on our hosted, cloud-based platform. This role addresses client inquiries, resolves issues, and provides expert product guidance, using system monitoring tools to spot, investigate, and route emerging issues before they affect clients. As a senior member of the support team, this role helps ensure client needs are understood and met, and identifies opportunities to improve the overall client experience.

Requirements

3-5 years of proven experience in a senior client-facing support role, such as client services or technical support
Experience administering or supporting cloud-based (e.g., AWS) enterprise applications
Comfort using monitoring and observability dashboards to support day-to-day triage and troubleshooting
Strong technical acumen
Exceptional communication skills, both verbal and written, with the ability to translate technical issues for non-technical stakeholders
Strong interpersonal skills, with the ability to build rapport and trust with clients and internal teams
Demonstrated problem-solving abilities and a proactive, structured approach to triaging and escalating client issues
Excellent multitasking and time management skills, with the ability to prioritize in a fast-paced environment
US Citizenship

Responsibilities

Administer the PCI application suite for clients using our hosted (cloud-based) solution, performing account setup, configuration, and routine maintenance tasks within established procedures
Monitor system and application health using monitoring and observability tools, owning initial triage and investigation of alerts and anomalies, and collaborating with other teams on issues that require deeper technical resolution
Serve as the primary point of contact for client inquiries, concerns, and support requests, providing advanced guidance on PCI products and services to internal and external customers
Monitor, triage, and manage support tickets and telephone calls from PCI clients, prioritizing and routing requests according to severity and established procedures
Resolve client issues promptly, escalating complex or technical issues to other teams following defined escalation paths, and coordinating follow-up through to resolution
Mentor newer Client Service Specialists on the team, sharing best practices for troubleshooting, escalation, and client communication
Proactively identify opportunities to improve support processes and the client experience, including refining runbooks and standard operating procedures
Maintain accurate and detailed records of client interactions, system issues, and feedback in the CRM and ticketing systems
Stay current on industry trends, PCI product updates, and platform changes relevant to supporting clients effectively
Participate in a shared, rotating on-call schedule alongside the broader support team, providing after-hours coverage as needed