Client Support Representative Tier 1

TMA Systems • US,

15h • Remote

About The Position

Provide world-class client technical support via phone and email for various TMA Systems products. Achieve expert knowledge in assigned products we offer in order to provide excellent support to our clients. The Client Support Representative serves as the first point of contact for clients, providing both technical support and high-quality customer service. This role is responsible for diagnosing and resolving software-related issues, guiding users through system functionality, and ensuring a positive client experience through timely and professional communication.

Requirements

• Bachelor’s degree and 2+ years of client technical support experience.
• Working knowledge of the internet and web browsers such as Chrome, Safari, Microsoft Edge and Firefox.
• Working knowledge of MS Office suite of products such as MS Excel, MS Word, and MS PowerPoint.
• Working knowledge of Microsoft CRM, Microsoft 365, Apple iPad, Android tablet, iPhone
• Ability to perform with high energy and enthusiasm.
• Ability to work independently while contributing to a highly collaborative remote team
• Ability to maintain the highest level of professionalism, confidence and integrity while directly dealing with internal and external customers
• Works well in a team environment and interacts well with all levels of the organization.
• Proven ability to develop and maintain strong client relationships.
• Ability to take initiative for self-development and exhibits patience in learning new processes.
• Excellent written, oral and listening communication skills.
• Ability to think analytically to identify issues as well as solutions to problems.
• Ability to complete all assigned duties with limited supervision and understands when to properly escalate cross-departmentally or to management.
• Ability to quickly learn, adapt to new information and understand company concepts in a timely manner.
• Effectively communicate with members of your team and department to constantly drive issues toward resolution

Nice To Haves

• Knowledge of CMMS is a plus

Responsibilities

• Delivers world-class Client Support via phone and email to drive client retention.
• Troubleshoot and resolve technical issues related to the software platform, including system errors, data discrepancies, and user access concerns
• Identifies and resolves non-routine technical problems for specific product lines by following troubleshooting procedures to meet daily support requirements.
• Professionally document issues for resolution.
• Assist clients with system navigation, configuration questions, and best practices
• Escalate complex or unresolved issues to internal teams, including Development, Product, or Implementation, with clear documentation and context
• Develops and maintains advanced troubleshooting skills using industry standard or company trained methodologies
• Demonstrates a “client first” mentality and willingness to go above and beyond to exceed customer expectations.
• Maintain ownership of each case, ensuring follow-up and resolution
• Deliver world-class client support via phone and email to drive client retention.
• Answer incoming client requests in a fast-paced environment.
• Maintain up-to-date knowledge of product functionality, updates, and releases

Benefits

• Competitive compensation plan.
• 401(K) Contribution.
• Employer paid benefits: health, dental and vision.
• Professional development plans.
• Career progression/internal mobility opportunities.
• Inclusive work environment.
• Volunteering opportunities.
• Company/team building events.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level