Client Support Specialist
About The Position
ClearGov is seeking a Client Support Specialist (CSS) who is passionate about learning, kind-hearted, positive, and possesses a great sense of humor. The CSS will be responsible for accurately, empathetically, and efficiently answering client questions and resolving or escalating client issues, becoming an expert on ClearGov's products and their usage. In addition to responding to inbound requests, the CSS will contribute to the creation and maintenance of Support Center content, including articles, tutorials, and checklists. This role requires availability for the shift of 8:00 AM - 5:00 PM ET.
Requirements
- Proven customer service experience across multiple support channels.
- Excellent oral and written communication; able to explain technical concepts clearly.
- Technical aptitude with a quick ability to master ClearGov's product suite.
- Strong, proactive troubleshooting skills; knows when to escalate to Tier 2 support.
- Skilled at multitasking and prioritizing in a fast-paced environment.
Nice To Haves
- Experience with Zendesk a plus
- Experience with Jira a plus
- Experience with local governments or school districts is a definite plus.
Responsibilities
- Master ClearGov's Software: Learn, in detail, how client financial data flows through our products; stay current as new features and products launch.
- Provide First-Line Support: Investigate, diagnose, and resolve technical/non-technical client issues across phone, email, chat, and remote (Zoom) sessions.
- Be a Proactive Problem Solver: Resolve customer issues quickly, efficiently, and correctly, anticipating challenges before they escalate.
- Manage Complaints & Feedback: Address concerns professionally, follow up to confirm resolution, and share client feedback to improve the product.
- Collaborate Cross-Functionally: Partner with Product, Data, TCSS, and Client Success Managers to ensure client satisfaction and continuous improvement.
- Coordinate Escalations: Work directly with the LTWO team to prioritize and resolve bug fixes.
- Communicate with Precision: Tailor clear, concise communication to internal and external stakeholders; manage your workload to meet deadlines.
- Drive Client Success: Advocate for client needs, build trusted relationships, and champion their journey toward their goals.
- Support Content Creation: Help build and maintain Support Center articles, tutorials, and checklists based on ongoing support trends.
Benefits
- Medical, dental & vision insurance
- FSA, HSA, and/or Dependent Care FSA (US)
- Life + AD&D insurance, plus short-term and long-term disability insurance (US)
- Life + disability insurance (Canada)
- 401(k) (US) / RRSP (Canada) with 3.5% match
- 10 company holidays
- 3 wellness days
- Paid vacation time off
- Sick and safe time off
- Paid parental leave
- Paid bereavement leave
- Paid jury duty + civic service leave
- Employee assistance program
- 2 summer days + annual end-of-year "Dimming of the Lights"
- Employee referral bonus program
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
