Client Support Specialist

About Our Client

The organization operates in the GovTech sector, providing software solutions that support critical public services globally. It serves over 5,000 public bodies, including local and state governments, education, and health care sectors, aiding the delivery of essential services to more than 100 million citizens. The company addresses challenges in public service delivery through its software, enabling efficient citizen support across various public sectors.

About the Opportunity

The Client Support Specialist role focuses on delivering high-quality application support and customer service. This position is key in helping clients maximize the value of the organization's software solutions by diagnosing and resolving complex technical issues. The role contributes directly to customer success by combining technical problem-solving with effective client communication within a collaborative environment.

Responsibilities

• Provide excellent customer service and application support aligned with defined service levels and organizational values
• Diagnose, troubleshoot, and resolve complex customer issues with a customer-centric approach
• Maintain accurate records of customer interactions and system changes in compliance with data protection policies
• Follow service management processes, ticket handling procedures, and information security requirements
• Continuously develop technical, customer service, and process knowledge
• Identify recurring issues to contribute to continuous improvement efforts
• Manage workload proactively and collaborate with team members to meet productivity and quality targets

Requirements

• High-level understanding of supported applications and their features
• Proficiency in scripting languages or automation tools
• Familiarity with database systems, including querying and data manipulation
• Experience with Local Government, SaaS, or cloud-based applications, especially in Finance, Payroll, or Income Tax
• Strong verbal and written communication skills for technical and non-technical stakeholders
• Ability to effectively manage and resolve incidents within agreed timeframes
• Experience coordinating escalations with developers and technical teams
• Strong teamwork and collaboration skills
• Analytical and problem-solving abilities for complex issue resolution
• 1–3 years of experience in application support with proficiency in Microsoft Word and Excel

Pay Range

The expected salary range for this role is $60,000 - $79,000 USD annually, with final compensation aligned to experience, skills, and geographic location.

Benefits & Perks

• Medical, Dental, and Vision coverage with competitive employer contributions
• Employer-funded Short Term Disability and shared cost Long Term Disability coverage
• Company-paid Life Insurance with optional voluntary life coverage
• 401(k) Retirement Plan with up to 50% employer match on employee contributions (up to 6%)
• Paid Time Off (PTO) increasing with tenure, plus company-observed holidays
• Up to three paid days annually for volunteering through Days of Difference
• Supportive work-life balance and opportunities for career growth