Client Support Specialist Job Description, Skills, and Salary
Are you searching for a client support specialist job description? Get to know about the duties, responsibilities, qualifications, and skills requirements of a client support specialist. Feel free to use our client support specialist job description template to produce your own client support specialist job description. We also provide you with information about the salary you can earn as a client support specialist.
Who Is a Client Support Specialist?
A Client support specialist is trained to provide and maintain positive experiences for clients in an organization. They deliver this duty through quality communication with clients and rendering high-level service that helps in retaining the clients. They also take care of incoming requests related to clients’ support services. A client support specialist responds and provides solutions to client complaints through careful identification, isolation, research, resolution, and implementation. They find out and conclude every interaction with clients to their satisfaction. They make use of Tier 1 support in fulfilling clients’ requests and resolving issues.
Client Support Specialists also keep records of requests made and also ensure that each client receives proper attention. They make use of clients’ information sometimes this can be personal to the client but it helps them to keep proper records of each client, they also keep details of the requests made by a client and the progress of actions taken to solve their issues. They update the completion of service, the systems involved in managing them on their company’s status, and the clients through the possible means of communication. They also provide emergency client support lines that are active all day long, regardless of business hours.
The Client Support Specialists are in charge of the engagement documents of clients and they implement and control the filing procedure to ensure its tantamount to the filing policies. In addition, they secure the databases and file reports to follow up and manage the execution and detailed adherence to compliance rules. They may be required to liaise with other departments such as the product management department to ensure updates in designs and improvement in problem-solving for each department. They keep the company informed on new technology, designs, and changes in product demands. Client Support Specialists may also engage in regular performance checks and professional. They are expected to portray a positive reputation for the client support department through their interaction with clients and the organization of team members.
Client Support Specialists have a large spectrum of job opportunities owing to the nature of their work, successful or potentially successful companies are always in need of them. To ensure a successful career in Client Support, you must be able to display dexterity in client service, and also you should be able to assist clients with little or no knowledge of technology when the need arises. Ultimately, a high-level Client Support Specialist must be solution-driven and should be capable of explaining complex pieces of information on products in a way the clients can understand. It is also the responsibility of Client Support Specialists to help customers in setting up their products to avoid product damage or malfunction resulting from wrong setups.
A Client Support Specialist must understand, speaks, and also writes well the come language used in his or her work environment as this helps them communicate easier to the clients without the need of an interpreter. This is why possessing a degree in linguistics can be helpful when looking for a job as a Client Support Specialist. A Client Support Specialist works directly with the client to resolve any issue presented. They may work as a team in the Client Call Center to receive or deliver information regarding the needs of clients. A Client Support Specialist’s responsibilities include introducing essential and timely information to new clients, providing quality products and services promptly, and creating and maintaining a vast awareness of the products and services of their organization. It is also their responsibility to conduct surveys on the services and products and communicate to clients to the right authorities.
A good Client Support Specialist should have great leadership skills and the willingness to help solve the problems of others. In addition, the ability to work under pressure is a vital skill for a Client Support Specialist. They need to have a good knowledge of basic computer or tech skills. They are also coached on the use of proprietary software, so, the ability to learn fast puts you ahead in this career path. Client support specialists must have at least two to three years of work experience in any organization, although different organizations may have varying opinions regarding their requirements depending on their reason for needing a Client Support Specialist. A bachelor’s degree in business administration, public relations, or a related field may be required, as well as previous experience in customer care services. To succeed in this field, it is important to always be in control of your emotions, you should be able to relate with clients regardless of the kind of energy they are using to make their complaints. A Client Support Specialist sells the image of the company more than any social media advertisement would. It is expected of them to maintain their work ethics at all costs.
Client Support Specialist Job Description
What is a client support specialist job description? A client support specialist job description is simply a list of duties and responsibilities of a client support specialist in an organization. Below are the client support specialist job description examples you can use to develop your resume or write a client support specialist job description for your employee. Employers can also use it to sieve out job seekers when choosing candidates for interviews.
- Updating the details of procedures and completion of management processes in the organization status and communicating them to the clients through the approved means if need be.
- Providing client care lines that are active even after work hours.
- Handling the engagement files of clients and ensuring that the filing protocols are strictly adhered to.
- Securing databases and using reports to support and track the implementation of compliance procedures.
- Liaising with other departments in their firm or organization to ensure they work with the client’s complaints to enhance a positive representation of the firm to the general public.
- Informing management on new product, design, and technology demands or changes.
- Engaging in regular performance checks and or workshops to ensure adherence and improvement in their work ethics.
- Building a good image of Client Support that is open to the compliment and complaints of clients through effective interaction with clients and team members.
- Ensuring satisfactory client experience through high-quality communication and service thereby obtaining client loyalty or retention.
- Providing possible solutions or answers to all questions or reports directed at client support.
- Responding to and resolving client differences regardless of the weight through critical identification of issues, isolation and research, conclusion, escalation, and implementation.
- Researching and attending to each client’s needs to their satisfaction.
- Using Tier 1 support to fulfill and resolve issues.
- Providing follow-up services for customers to ensure their reports of either poor service delivery or technical difficulties are completely resolved.
- Analyzing, troubleshooting, and reporting failures, product malfunctions, or errors to management.
- Keeping an accurate record of client information, including compliments, as well as negative feedback.
- Analyzing the requests of clients and bringing them to the notice of management and maybe offering advice on possible areas to improve.
- Maintaining the accounts of clients and updating checks and balances accurately.
- Assisting clients in setting up their products to curb unnecessary technical damage that may result from doing it the wrong way.
- Schooling clients on specialized features and functions of products.
Qualifications
- Get a Bachelor’s degree in Information Communication Technology or a related field.
- Possess a minimum of 2-3 work experience as a sales representative, client support specialist, or a related role.
- Obtain knowledge of remote tools for online and offline services like fresh service, ISL Online, and SysAid.
- Good knowledge of customer relations management will help you succeed in this field.
- Excellent command of written and verbal communication skills. Client Support Specialists are expected to be fluent in the common language used in their workplace.
- Great problem-solving and analytical skills.
- Ability to handle multiple tasks at a time.
- You must be able to manage work pressure. A client support specialist may face pressure from clients and as such the employers would choose applicants that have good control of pressure over the easily irritated ones.
Essential Skills
- Detail Oriented: A Client Support Specialist is expected to deliver his or her duties accurately because they deal with several clients’ information and requests and as such, there is a great need to be keen with details to avoid missing or complicating data.
- Passionate in Service: Client Support Specialists are constantly in touch with humans (the clients) and meet their demands by relating these demands to the appropriate departments in their organization as such, you won’t succeed in this field without being passionate about meeting the needs of others.
- Good Time Management: A Client support specialist is required to have a great sense of time in carrying out their duties to ensure they meet the demands of a large scope of clients and therefore protect their company or organization from losing to their competitors.
- Fluency in Communication: It is expected that a Client Support Specialist understands and speaks well the common language used in the workplace. You must be good at both verbal and written means of communication because your core duty is around client and management relations.
- Good Record Keeping: As a Client Support Specialist, this skill is vital for you as it is required if you keep track of all events within your time of duty for accurate accounts to the management or the appropriate departments. It is also an important skill implemented to ensure the safety of clients and a good record of their requests will help the organization’s board of management in making sustainable improvements.
- Digital Skills: This is a very important skill for Client Support Specialists, especially now that there is tremendous and fast development in the tech space. You must be good at using most communication gadgets.
- Great Multitasking Skill: The ability to fulfill several tasks at a given timeframe is an important skill for Client Support Specialists because they may be attending to a different client with varying complaints at a space of time.
- Good Human Relation Skill: To succeed in this field, it is important to always be in control of your emotions, you should be able to relate with clients regardless of the kind of energy they are using to make their complaints. A Client Support Specialist sells the image of the company more than any social media advertisement would. It is expected of them to maintain their work ethics at all costs.
How to Become a Client Support Specialist
- Becoming a Client Support Specialist requires proper training and exposure to work. Hence, the need to first obtain a degree in ICT ( Information Communication Technology), Public Relations, or any field related to Client Support.
- Having a good command of words or languages you may want to get a degree in linguistics but the more important language to study is the one commonly used in your desired work environment.
- Your work experience in other fields may help you become a Client Specialist. Major duties of a Client Specialist will require you have a good work experience in jobs such as Customer Service or Sales Representative. Meanwhile, some Client Specialists have previous work or study experience in Business administration, Administrative Assistance, or Sales Associate.
Where to Work as a Client Support Specialist
- Client Support Specialists can work in a wide range of places because of the nature of their job. As long as an organization deals with people, there is always a need for a Client Support Specialist.
- They can work in financial establishments like banks, top business firms, telecommunication industries, food production industries, and the list continues
- In the healthcare sector: Client Support Specialists may be employed in the drug and instruments production departments, where they may need to have a previous degree in Health Care Technology.
Client Support Specialist Salary Scale
A rough estimate of a Client Support Specialist’s total pay is about $69,590 annually in the United States. They receive an average salary of $44,397 annually, that is to say, they make roughly $19.58 per hour. These figures are the median range, which means the midpoint of the numbers from the total proprietary payment and the estimated model of salaries. The estimate of additional pay is about $25,194 per year. Additional allowance may include commissions, tips, profit sharing, and cash bonuses. It has been estimated that between the years 2018 and 2018, this carrier should have grown by 10% and created about 83,100 employment in the United States.