Client Success Support Specialist

Vastian

13d•Remote

About The Position

As a Client Success Support Specialist, you will serve as the first point of contact for client inquiries, providing initial assistance and efficiently triaging support requests. Your primary responsibility will be to handle incoming phone calls and emails, resolve straightforward technical and product-related issues, and escalate more complex cases to senior support staff. You will play a critical role in delivering exceptional client experiences and maintaining our high standards of client satisfaction.

Requirements

Previous customer service experience (software or SaaS environment preferred)
Strong organizational skills and ability to multitask effectively.
Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
Excellent verbal and written communication skills.
Self-motivated, proactive, and able to work both independently and collaboratively.
Strong problem-solving skills and attention to detail.

Nice To Haves

Familiarity with Salesforce or similar CRM systems is a plus.

Responsibilities

Serve as the first response contact for incoming client calls and emails.
Triage, categorize, and document client cases accurately in Salesforce Service Cloud.
Resolve basic technical support cases and provide clear guidance and product information.
Escalate complex or high-priority issues to senior support specialists, ensuring seamless handovers and clear documentation.
Maintain detailed and accurate records of client interactions, troubleshooting steps, and resolutions.
Communicate proactively with internal teams, including Implementation and Development, to support rapid issue resolution and client satisfaction.
Participate in regular team meetings, training sessions, and ongoing professional development activities.
Identify trends in client inquiries and collaborate with senior team members to recommend process or documentation improvements.