Client Support Specialist

Fibersmith is looking for a customer - centric C lient Support Special ist to join our growing and innovative software company.

This role will support telecommunication providers of all sizes across the country who use Fibersmith’s software-as-a-service product, Vision , to manage and lead their daily business operation s .

The Client Support Specialist will serve as a friendly professional ready to problem solve, build rapport, and provide t imely and effective resolution to client questions .

A successful candidate will need to be a strong communicator and comfortable with solving challenging situations and technical issues .

Our group is composed of passionate, persistent, and hard-working teammates.

This individual will need to become a product expert to be able to quickly analyze , troubleshoot questions and provide solutions.

• Responsible for responding to email and phone calls-you do not have to know how to answer every question, but you must be responsive and timely , know where to get the answers, and be accountable for solving any problems
• Be responsible for SaaS support and maintaining productive and positive interactions with clients
• Troubleshoot issues and problems that clients and/or other team members are having with the system . Create bug tickets as appropriate .
• Keep detailed documentation to track client questions , answers and interactions
• Analyze current systems and operational tasks with the aim of increasing efficiency, fully automate wherever possible, and enhance current software features .

• Experience in roles of service with public interaction
• T echnical background o r software industry experience preferred