Client Support Specialist

The SSI Group, LLC.•Mobile, AL

About The Position

The Client Support Specialist serves as the first point of Tier Two client support, responsible for intake, documentation, triage, and coordination of client-reported issues. This role ensures consistent, professional client experience while managing ticket creation and driving resolution workflows. This role operates within a structured support model consisting of Client Manager, Client Administrator, and Client Support Specialist as the technical support, ensuring proper escalation and accountability across all client issues.

Requirements

Strong Written and Verbal Communication – Ability to communicate clearly and professionally with both internal teams and clients across multiple channels.
Client Issue Translation and Ticketing – Proven ability to interpret client concerns and accurately translate them into clear, actionable tickets or work items for technical teams.
Attention to Detail and Organization – High level of accuracy and organization when documenting issues, tracking progress, and managing information.
Client‑Focused Mindset – Commitment to understanding client needs and delivering responsive, solution‑oriented support.
Multi‑Issue and Priority Management – Ability to manage multiple issues and competing priorities simultaneously while maintaining quality and responsiveness.
Advanced Technical and Troubleshooting Skills – Strong technical knowledge with the ability to diagnose issues, analyze root causes, and support effective resolution.
Must be able to interact cordially and productively with co-workers in a team environment.
Ability to work under pressure and to prioritize.
Must be able to proficiently read and write in English.
Must possess effective communications skills with ability to handle difficult situations.
Must be able to make independent judgment decisions with minimal supervision.
Must be able to see clearly with or without corrective lenses and hear clearly with or without aids.
Must be able to use hands, fingers and wrists, repetitively, using a computer keyboard and other office equipment, regularly.
Bachelor's degree in Computer Science, Data Science, Healthcare Technology or related field.
Entry-level work experience in a technical field
Experience with reporting tools, Excel, and/or BI platforms
Familiarity with SaaS platforms, system configurations, and data workflows.

Responsibilities

Serve as first point of contact for client issues and requests
Document issues clearly and completely
Own tickets through initial triage and coordination to close of ticket
Open, track, and update tickets in support systems
Categorize issues appropriately (EDI, payer, configuration, etc.)
Maintain accurate documentation and status updates
Provide timely and professional communication
Set expectations on timelines and next steps
Maintain client confidence through transparency
Working knowledge of eligibility, claims, rejections, and remittance workflows
Identify common issues such as payer edits and data mismatches
Basic understanding of SSI platforms including clearinghouse, PBE, and ARC
Perform initial validation and troubleshooting
Escalate issues to Client Manager, Client Administrator, or DevOps Support as appropriate
Track escalated issues through resolution
Other duties as assigned.