Client Support Specialist

Viticus Group • Las Vegas, NV

1d

About The Position

The Client Support Specialist is an advanced client support resource responsible for resolving escalated client issues, managing complex registrations and account needs, supporting Academy course administration, and contributing to system accuracy and continuous improvement. The role operates independently with sound judgment, provides guidance to Client Support team members, and collaborates with IT, Accounting, Education, Clinical Operations, and other partners to ensure a seamless client experience. The specialist identifies and escalates issues as appropriate, supports quality assurance, and provides actionable feedback to improve systems, processes, and products.

Viticus Group is a Las Vegas-based organization providing hands-on continuing education courses, conferences, and training programs in science, medicine, and education. The position supports clients with purchases, upgrades, returns, technical needs, registrations, education certificates, and website navigation. It also supports Academy course updates and closures, documentation, administrative tasks, system audits, engineering quality assurance testing, and analysis of customer-service metrics and feedback. The role may require occasional evening, weekend, holiday, and event-related support.

The position requires a high school diploma or equivalent and three to five years of experience in client support, customer service, administrative operations, or a related role. An associate or bachelor’s degree in a related field is preferred. The listed salary is $21.00 per hour.

Requirements

• High school diploma or equivalent.
• Three to five years of experience in client support, customer service, administrative operations, or a related role.
• Advanced proficiency in Microsoft Word, Excel, PowerPoint, Outlook, and related programs.
• Strong analytical and diagnostic skills.
• Ability to quickly learn and navigate internal databases and systems.
• Ability to identify, replicate, and troubleshoot complex product or system issues.
• Advanced written and verbal communication skills, including clear documentation and confident presentation.
• Ability to explain technical concepts as clear, actionable guidance for technical and non-technical audiences.
• Strong interpersonal and influencing skills when collaborating with employees, leadership, vendors, and clients.
• Ability to independently analyze and resolve complex client and system issues using critical thinking and sound judgment.
• Ability to prioritize escalated requests and determine when to resolve, escalate, or involve cross-functional partners.
• Ability to identify trends and recurring issues and contribute to process and system improvements.
• Ability to collaborate across departments and build strong cross-functional relationships with internal and external stakeholders.
• Highly organized, detail-oriented, accurate, and accountable, with the ability to manage multiple priorities in a fast-paced environment.
• Self-motivated and able to work independently and collaboratively.
• Professionalism, reliability, and a strong work ethic aligned with organizational values, mission, and vision.
• Ability to sit, use hands and fingers, talk or hear, and smell continually; stand, walk, and reach frequently; and climb or balance, stoop, kneel, or crouch occasionally.
• Ability to frequently lift and carry up to 10 pounds and occasionally lift and carry up to 50 pounds.
• Close vision required to view computer monitors, read documents, and operate copy and fax machines. Distance vision is required to drive an automobile if driving is a job requirement.

Nice To Haves

• Associate or bachelor’s degree in business, communications, information systems, or a related field.
• Experience handling escalated support requests.
• Experience with ticketing or registration systems.
• Experience performing audits or quality assurance testing.
• Experience collaborating with technical teams.
• Experience with CRM systems, registration platforms, or ticketing systems.

Responsibilities

• Assist clients with purchases, upgrades, returns, and related technical support.
• Support client service needs such as password resets, education certificates, and registration website navigation.
• Provide large-group registration support, including bulk purchases.
• Respond to support tickets, especially escalated tickets, with accurate documentation, timely follow-up, and appropriate resolution or escalation.
• Provide ongoing backup phone coverage for other Client Support team members.
• Update Academy Courses based on requested changes and maintain data accuracy and consistency.
• Close Academy Courses promptly after completion to maintain system integrity and reporting accuracy.
• Prepare and maintain operational documentation, including standard operating procedures.
• Provide guidance and day-to-day support to Client Support team members.
• Assist with administrative tasks and special projects supporting operational goals.
• Perform system audits and document findings; collaborate with cross-functional teams to address discrepancies or non-compliance issues.
• Identify system issues, bugs, and opportunities for technical process and client-experience improvements, and provide actionable feedback to IT.
• Participate in quality assurance testing at the engineering team’s request.
• Review ticketing-system metrics, including response time, resolution time, backlog volume, and escalation rates.
• Evaluate customer satisfaction from ticket surveys, feedback forms, and post-call surveys; identify trends and improvement areas.
• Identify recurring issues and root causes affecting the customer experience, and recommend process improvements.
• Assist in developing and refining customer-service policies, workflows, and escalation procedures.
• Provide flexible support for occasional evenings, weekends, holidays, and event-related activities as needed.

Benefits

• Medical, dental, vision, short- and long-term disability, and life insurance are 100% employer-paid for full-time employees.
• 401(k) with a 3% company match for full-time employees.
• Ongoing professional development, including workshops and conferences, for full-time employees.
• Wellness resources and incentives supporting mental and physical well-being for full-time employees.
• Supportive and collaborative work culture.
• Employee recognition and appreciation events.
• Predictable scheduling and occasional flexibility based on role and business needs.
• Team outings, friendly contests, shared lunches, holiday contests, and team lunches.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED