Technical Support Specialist

Job Summary

Serving as the primary support contact for a portfolio of prominent clients, the full-time Premier Support Specialist will manage customer escalations, facilitate communication regarding support issues, and collaborate with internal teams to resolve complex technical challenges.

Key responsibilities:

• Act as the main point of contact for customer escalations and support experiences across various financial institutions
• Monitor account support Key Performance Indicators (KPIs) and recommend training opportunities for clients
• Manage high-priority client support cases and ensure transparent communication regarding outstanding issues

Required qualifications:

• 2-4 years of experience in a customer-facing role, such as technical support or account management
• Proven experience collaborating with Engineering and Product teams to resolve production issues
• Strong customer-facing skills with experience managing relationships with large enterprise clients
• Robust technical aptitude and ability to quickly acquire product expertise
• Experience in project management, including tracking statuses and deliverables