Client Support Specialist I

About the Role

Serves as the first point of contact for customer inquiries, providing issue intake, case documentation, troubleshooting, resolution of routine product and account issues, customer communication, and case management. Escalates complex issues, supports knowledge sharing, and develops product expertise.

Responsibilities

• Independently manage customer support requests from initial contact through resolution.
• Troubleshoot product functionality, workflow, and configuration issues across assigned Bloomberg Industry Group products.
• Deliver support through phone, email, live chat, and virtual meetings.
• Research, analyze, and resolve customer issues while meeting established service levels.
• Identify reproducible software defects and submit detailed documentation to Product and Engineering teams.
• Escalate complex product or technical issues requiring advanced expertise.
• Provide customers with product guidance, best practices, and feature recommendations.
• Collaborate with Product Management, Engineering, Customer Success, Professional Services, and Sales to resolve customer issues.
• Maintain accurate customer records and case documentation.
• Contribute to internal knowledge articles and support documentation.
• Participate in product launches, testing activities, and after-hours support when required.

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• 3–5 years of client support or technical support experience.
• Excellent troubleshooting and analytical skills.
• Strong written and verbal communication skills.
• Experience supporting SaaS or enterprise software preferred.
• Ability to manage multiple priorities while delivering exceptional customer service.

Pay

Compensation Range: $65,000.00-$95,000.00. Placement in the salary range will be decided upon completion of the interview process. Salary determination will be based on factors including but not limited to relevant experience, demonstrated skills related to the requirements of the role, education, certifications, and geographic location.