Client Support Specialist

Zelis • Boston, MA

20h • Hybrid

About The Position

The Chat Support Specialist serves as a primary point of contact for clients, delivering exceptional support through chat and email channels. This role is responsible for troubleshooting issues, resolving client inquiries, researching account and system-related concerns, and ensuring a positive customer experience. The ideal candidate is a strong communicator with excellent problem-solving skills who can effectively manage multiple priorities in a fast-paced environment. Success in this role requires a customer-focused mindset, attention to detail, and the ability to collaborate with cross-functional teams to provide timely and accurate solutions.

Requirements

• Associate degree and 1+ year of customer service or support experience, or High School Diploma/GED and 3+ years of relevant experience.
• Experience providing customer support through chat, email, or other digital communication channels preferred.
• Strong written and verbal communication skills.
• Excellent problem-solving and critical-thinking abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Experience using CRM systems, ticketing platforms, or customer support tools preferred.
• Strong attention to detail and organizational skills.
• Customer-focused mindset with empathy, professionalism, and a commitment to service excellence.
• Proficiency using AI tools with an understanding of how to create effective prompts and leverage technology to improve productivity and service outcomes.

Responsibilities

• Respond to client inquiries via chat and email in a timely, professional, and customer-focused manner.
• Provide accurate information and support regarding products, services, and processes.
• Troubleshoot client issues and identify appropriate solutions using internal tools and resources.
• Investigate and resolve client concerns while delivering a positive support experience.
• Research account, data, and system-related issues to determine root causes and next steps.
• Collaborate with internal teams to resolve complex client inquiries and service requests.
• Clearly communicate issue status, resolutions, and follow-up actions to clients and stakeholders.
• Document client interactions, troubleshooting steps, and resolutions within support systems.
• Identify recurring client issues and provide feedback to improve processes, documentation, and overall service quality.
• Maintain a strong understanding of company products, services, and support procedures.
• Meet established performance goals related to quality, productivity, responsiveness, and client satisfaction.
• Participate in training, team meetings, and continuous improvement initiatives.
• Support teammates during high-volume periods and contribute to a collaborative team environment.

Benefits

• 401k plan with employer match
• flexible paid time off
• holidays
• parental leaves
• life and disability insurance
• health benefits including medical, dental, vision, and prescription drug coverage

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree