Client Support Specialist - Fund Accounting

Foundant + smartsimple

About The Position

This role involves providing professional and thorough support to clients regarding software questions via phone, chat, and email, with a priority on clients experiencing Service Level Agreement (SLA) breaches. The specialist will answer and resolve client inquiries, collaborate with internal teams to find software solutions, escalate issues when necessary, and contribute to overall client satisfaction. A key aspect of the role is developing and maintaining deep product knowledge of Foundant's offerings, ensuring smooth client handoffs, and maintaining high communication levels for proactive problem-solving. The specialist will also strategize with team members, enable cross-team communication, provide internal and external training, contribute to process improvements, ensure consistent support coverage, and assist with client-related projects.

Requirements

At least one year in client and/or customer service in an IT services company and/or related industry.
Familiarity with Customer Relationship Management (CRM) software.
Prior experience in finance or accounting, or demonstrated proficiency with accounting software.
Exceptional client satisfaction driven approach.
Keen attention to detail for accuracy to deliver on internal and external customer requirements with a time sensitive approach.
Excellent verbal and written communication skills.
Excellent time management skills to handle multiple, concurrent tasks and deadlines.
Ability to learn new software quickly.
Experience with embracing change in a high-growth environment.

Nice To Haves

Previous work experience within Client Support at Foundant Technologies
Bachelor’s degree in related field
Experience with Zendesk

Responsibilities

Professionally and thoroughly address clients’ software questions via phone calls, chats, and emails, prioritizing those in Service Learning Agreement (SLA) breach.
Answer and solve client questions, collaborate with internal team members to find software solutions, escalate software issues when they arise, and contribute to the continued satisfaction of our clients.
Develop and maintain a high degree of Foundant product knowledge.
Ensure client handoffs between team members with and external from support go smoothly.
Maintain a high level of communication with all levels of client interaction to ensure proactive, solution-oriented problem identification and resolution.
Strategize and problem solve with team members to ensure that clients have the best possible experience.
Enable cross-team communication with leadership and other team members.
Provide internal and external training on selected Foundant software products and the feature/function of these products.
Contribute to continuous process improvement within and between all areas of Client Support.
Work with Support Specialist team to ensure consistent support is available during all available support hours.
Assist with client-related projects.
Other duties as assigned.