Client Support Specialist I
About The Position
The Client Support Specialist I serves as a first point of contact for customer inquiries, handling issue intake, case documentation, troubleshooting, resolution of routine product and account issues, customer communication, and case management. The role independently manages support requests from initial contact through resolution and provides support through phone, email, live chat, and virtual meetings. It also involves developing product expertise, supporting knowledge sharing, and contributing to internal support documentation. The specialist works with teams across Product Management, Engineering, Customer Success, Professional Services, and Sales to resolve customer issues. Complex product or technical issues are escalated to teams with advanced expertise. The position may also involve participating in product launches, testing activities, and after-hours support when required.
Requirements
- Bachelor's degree or equivalent combination of education and experience.
- 3–5 years of client support or technical support experience.
- Excellent troubleshooting and analytical skills.
- Strong written and verbal communication skills.
- Ability to manage multiple priorities while delivering exceptional customer service.
Nice To Haves
- Experience supporting SaaS or enterprise software.
Responsibilities
- Independently manage customer support requests from initial contact through resolution.
- Troubleshoot product functionality, workflow, and configuration issues across assigned Bloomberg Industry Group products.
- Provide support through phone, email, live chat, and virtual meetings.
- Research, analyze, and resolve customer issues while meeting established service levels.
- Identify reproducible software defects and submit detailed documentation to Product and Engineering teams.
- Escalate complex product or technical issues that require advanced expertise.
- Provide customers with product guidance, best practices, and feature recommendations.
- Collaborate with Product Management, Engineering, Customer Success, Professional Services, and Sales to resolve customer issues.
- Maintain accurate customer records and case documentation.
- Contribute to internal knowledge articles and support documentation.
- Participate in product launches, testing activities, and after-hours support when required.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
