Client Support Specialist

Finalsite•Glastonbury, CT

11d•Remote

About The Position

The Client Support Specialist provides front-line support to clients through ticketing, phone, chat, and social media. The role focuses on educating and empowering clients, troubleshooting problems, and implementing solutions. The specialist serves as Tier 1 for client issues and escalates matters to Tier 2 or other company personnel when appropriate. This is a fully remote role available to people located within the U.S. Pacific or Mountain time zones. Employment is limited to permanent U.S. residents, and residency in the United States must be maintained throughout employment. The role supports Finalsite’s platform and products for K–12 schools.

Requirements

Entry-level experience with websites built using content management systems such as WordPress, Squarespace, Wix, Weebly, or Joomla is preferred.
Experience with support desk software; Zendesk is preferred.
Must be a permanent resident of the United States and maintain U.S. residency during employment.

Nice To Haves

Associate’s or Bachelor’s degree, or commensurate experience.
Prior customer service or technical support experience; the posting specifies a minimum of 2–4 years.
Entry-level experience with websites built via content management systems such as WordPress, Squarespace, Wix, Weebly, or Joomla.
Experience with support desk software, particularly Zendesk.

Responsibilities

Support clients promptly through ticketing, phone, chat, and social media channels.
Stay current on product features, improvements, and web trends through software update blogs, help center articles, and training.
Provide support, training, best practices, and implementation assistance for the Content Management System and suite of products.
Troubleshoot and investigate issues, and create detailed software bug reports and product enhancement requests.
Participate in daily team stand-up meetings covering challenging tickets, software bugs, and other notable items.
Resolve a portion of incoming call issues during the call and summarize and escalate other issues as appropriate.
Represent the Finalsite brand through strong product knowledge and customer service.