Client Services Technical Support Representative

Primary Responsibilities Support for the Client Services group (approx. 80%): Serve as the first line of support for assigned products—primarily via phone, but also through email, web-based tools, and occasional site visits. Provide remote operational, reporting, and monitoring training to clients. Meet quality and productivity targets (e.g., phone statistics). Escalate appropriate cases per current policies. Document all customer interactions clearly and thoroughly. Set appropriate client expectations and follow through to ensure resolution. Remain accessible and responsive at all times. Additional duties (approx. 20%): Create and/or update Knowledge Base articles. Serve as a team and departmental resource. Participate in ongoing internal education and training. Skills & Abilities Strong verbal and written communication skills; comfortable interacting with clients, peers, and trainers using clear English. Ability to learn independently and through formal/internal training. Effective analytical, troubleshooting, and problem-solving skills; capable of “outside-the-box” thinking. A true team player with solid interpersonal skills. Demonstrated mechanical and electronic aptitude. Requirements Diplomatic and tactful in working with individuals from diverse roles and backgrounds. Minimum two years of experience in Quality Assurance or Client Support within a technical environment. Able to thrive in a fast-paced, high-demand setting. Positive, team-oriented mindset. Experience guiding clients through complex technical procedures over the phone. Job Type: Full-time Pay: $27.00 - $30.00 per hour Benefits: 401(k) 401(k) matching Health insurance Paid time off Work Location: In person