Associate Client Support Specialist

$62,000 - $72,000/Yr

Tideworks Technology - Jacksonville, FL

Full-time - Entry Level

Hybrid - Jacksonville, FL

Professional, Scientific, and Technical Services

About the position

As an Associate Client Support Specialist at Tideworks Technology, you will play a crucial role in managing the delivery and servicing of Tideworks products and related services. Your primary focus will be to exceed client expectations in value, quality, and delivery while ensuring profitability for the company. You will proactively assist clients, coordinate incident responses, and configure products to meet specific client needs, all while maintaining clear communication and documentation.

Responsibilities

• Manage the delivery and servicing of Tideworks products and services.
• Proactively seek opportunities to assist clients and coordinate incident responses.
• Configure Tideworks products to meet client-specific use cases.
• Serve as the primary point of contact for operational issues for clients.
• Review, triage, diagnose, categorize, and escalate client incidents as necessary.
• Respond to client incidents in a timely and clear manner.
• Assist with installation, configuration, implementation, upgrading, and patching of products/services.
• Document client incidents, issues, and resolutions accurately and timely.
• Create and update Knowledge Base entries in collaboration with the Knowledge Management team.
• Participate in a 24/7 on-call rotation for customer incidents and requests.
• Learn about Tideworks products and grow personal knowledge of software and support practices.

Requirements

• Associate's degree or 1 year experience in Technology and/or business/industry.
• Customer service orientation and client-focused mindset.
• Attention to detail and follow-through in a fast-paced setting.
• Self-motivated and able to embrace a fast-paced work environment.
• Passionate about providing excellent customer service with experience in an enterprise customer success organization.
• Some knowledge of Tideworks' products and services, policies, and terms and conditions.
• Familiarity with standard IT tools (e.g., JIRA, MS Office, TestRail).
• Basic ability to troubleshoot, solve, and report on issues.
• Ability to multitask in a dynamic environment without compromising quality.
• Developing written and verbal communication skills, interpersonal and collaborative skills.

Nice-to-haves

• Some knowledge of configuration management best practices.
• Ability to adapt and handle a variety of nonstandard and complex client inquiries.
• Ability to leverage curiosity to learn and continuously improve.

Benefits

• Paid jury duty
• Paid parental leave
• Paid holidays
• Disability insurance
• Health insurance
• Dental insurance
• 401(k)
• Parental leave
• Employee assistance program
• Vision insurance
• Bereavement leave