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
Summary
As a Client Services Technical Support Representative, you will be instrumental in delivering exceptional customer service and support to our clients. Reporting to the Client Services Manager, your role will focus on leveraging your strong communication skills and mechanical knowledge to resolve technical issues efficiently. You will utilize core skills in customer relationship management and quality assurance while also drawing on premium skills such as Salesforce and project management. Your ability to analyze client needs and provide tailored solutions will be vital in enhancing customer satisfaction and fostering long-term relationships. Join us to make a significant impact in a dynamic and supportive environment.
Job Type: Full-time
Pay: $22.00 - $25.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
Compensation Package:
- Yearly bonus
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Ability to Commute:
- Petaluma, CA 94954 (Required)
Ability to Relocate:
- Petaluma, CA 94954: Relocate before starting work (Required)
Work Location: In person