Client Support Specialist

About the role

At Viticus Group, we are more than just an organization — we are a community of innovators, educators, and professionals dedicated to advancing science, medicine, and education. Based in Las Vegas, we provide hands-on continuing education courses, conferences, and training programs that connect experts from around the world with the latest advancements in research, technology, and practical application. Our mission is to bridge the gap between cutting-edge science and real-world practice, empowering professionals to take what they learn and apply it in meaningful ways that improve lives, industries, and communities.

The Client Support Specialist reports directly to the Senior Manager of Executive Support and Administration and serves as an advanced client support resource within the organization. This role is responsible for resolving escalated client issues, managing complex registrations and account needs, supporting Academy course administration, and contributing to system accuracy and continuous improvement initiatives. The Client Support Specialist operates independently with a high level of judgment, providing guidance to Client Support team members and collaborating closely with cross-functional partners, including IT, Accounting, Education, and Operations. This position plays a critical role in ensuring a seamless client experience by identifying issues, escalating as needed, supporting quality assurance efforts, and providing actionable feedback to improve systems, processes, and products.

Responsibilities

Client Support

• Assist clients with purchases, upgrades, returns, and related technical support to enhance the overall client experience
• Support client service needs, including password resets, assistance with education certificates, and navigation of the registration website
• Provide large-group registration support, including bulk purchases
• Respond to support ticket requests, with an emphasis on handling escalated tickets, ensuring accurate documentation, timely follow-up, and appropriate resolution or escalation
• Provide ongoing backup phone coverage to other Client Support team members

Academy Courses

• Update Academy Courses based on requested changes, ensuring data accuracy and consistency
• Close Academy Courses promptly upon completion to maintain system integrity and reporting accuracy

Administrative Support

• Prepare and maintain documentation (i.e., SOPs) to support departmental operations
• Provide guidance and day-to-day support to other Client Support team members as needed
• Assist with additional administrative tasks and special projects to support operational goals

Technical Assistance

• Perform various system audits to ensure data accuracy and system reliability
• Document audit findings clearly and collaborate with cross-functional teams (i.e., Accounting, Education, Clinical Operations, or IT) to address discrepancies or non-compliance issues
• Provide actionable feedback to the IT team by identifying system issues, bugs, and opportunities to improve technical processes and client experience
• Support the engineering team by participating in quality assurance testing as requested

Customer Service Performance & Metrics Monitoring

• Review and analyze ticketing system metrics, including average response time, resolution time, backlog volume, and escalation rates
• Evaluate customer satisfaction through ticket surveys, feedback forms, and post-call surveys; identify trends and areas for improvement
• Proactively identify trends, recurring issues, and root causes that impact the customer experience; recommend process improvements
• Assist in developing and refining customer service policies, workflows, and escalation procedures

Requirements

Education

• High School Diploma or equivalent required
• Associate or bachelor's degree in business, communications, information systems, or a related field preferred

Experience

• Minimum of three (3) to five (5) years of experience in client support, customer service, administrative operations, or a related role required
• Experience handling escalated support requests, working with ticketing or registration systems, performing audits or quality assurance testing, and collaborating with technical teams preferred
• An equivalent combination of education and experience will be considered

Technical Skills

• Advanced proficiency in Microsoft Word, Excel, PowerPoint, Outlook, and related programs
• Experience with CRM systems, registration platforms, or ticketing systems preferred
• Ability to quickly learn and navigate internal databases and systems
• Strong analytical and diagnostic skills
• Ability to identify, replicate, and troubleshoot complex product or system issues

Communication

• Advanced written and verbal communication skills, including clear, concise documentation and confident presentation of information
• Ability to translate complex technical concepts into clear, actionable guidance for both technical and non-technical audiences
• Strong interpersonal and influencing skills to effectively collaborate with stakeholders across all levels (employees, leadership, vendors, and clients)

Problem-Solving & Decision-Making

• Independently analyze and resolve complex client and system issues using critical thinking and sound judgment
• Identify, replicate, and troubleshoot issues to determine root causes and implement effective solutions
• Evaluate and prioritize escalated requests, determining when to resolve, escalate, or involve cross-functional partners
• Identify trends and recurring issues; recommend and contribute to process and system improvements

Collaboration & Teamwork

• Demonstrated ability to collaborate effectively across departments and functions to resolve complex issues and drive outcomes
• Builds and maintains strong cross-functional relationships, serving as a trusted partner to internal and external stakeholders
• Acts as a resource to team members by providing guidance, sharing knowledge, and supporting team development

Professional Qualities

• Proven ability to excel in fast-paced, results-driven environments