Client Success & Support Specialist

AMG & Associates, Inc.; Walpole (NH); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Benefits package

Job summary

AMG & Associates, Inc. is seeking a Client Support Specialist who will serve as the main contact for clients, guiding them through products, services, and account-related requests.

You will respond via email, phone, and live chat, troubleshoot issues, and document interactions in CRM systems to ensure accurate records and timely resolutions. The role emphasizes clear, empathetic communication, multitasking in a fast-paced environment, and collaboration with sales, operations, and technical teams

Qualifications

• High school diploma or equivalent; an associate or bachelor's degree in Business Administration, Communications, or a related field is preferred.
• Previous experience in customer service, client support, customer success, or a related role is an advantage.
• Excellent written and verbal communication skills.
• Strong interpersonal skills and the ability to communicate professionally with diverse clients.
• Effective problem-solving, critical-thinking, and conflict-resolution abilities.
• Strong organizational skills and attention to detail.
• Ability to manage multiple requests and prioritize tasks in a fast-paced environment.
• Basic proficiency with email, office productivity tools, customer support platforms, and CRM systems.
• Ability to work independently while collaborating effectively with team members.
• A customer-first mindset and a commitment to delivering reliable service.

Responsibilities

• Respond to client inquiries through email, telephone, live chat, and other approved communication channels.
• Provide accurate information regarding company products, services, policies, procedures, and account-related matters.
• Troubleshoot client issues and coordinate appropriate resolutions within established service guidelines.
• Document client interactions, requests, complaints, and resolutions in CRM or support systems.
• Assist clients with account setup, service requests, product navigation, and routine administrative tasks.
• Monitor outstanding support requests and follow up to ensure timely resolution.
• Escalate complex technical, billing, or service-related issues to the appropriate internal departments.
• Maintain clear, professional, and empathetic communication throughout the support process.
• Identify recurring client concerns and recommend improvements to support procedures and service delivery.
• Collaborate with sales, operations, technical support, account management, and other teams to address client needs.
• Maintain accurate records of client communications, feedback, and support activities.
• Help clients understand available services, features, and resources relevant to their needs.
• Follow established service standards, data-handling procedures, and company policies.
• Contribute to customer satisfaction, client retention, and continuous service improvement initiatives.
• Meet established performance expectations for response times, resolution rates, service quality, and customer satisfaction.

Skills

Customer service

Written communication

Verbal communication

Problem-solving

Time management

Attention to detail

Empathy

Active listening

Teamwork

Education

High school diploma

Associate degree (preferred)

Bachelor's degree (preferred)

Tools

Salesforce

Zendesk

HubSpot

CRM systems

Job description

AMG & Associates, Inc. is seeking a Client Support Specialist who will serve as the main contact for clients, guiding them through products, services, and account-related requests.

You will respond via email, phone, and live chat, troubleshoot issues, and document interactions in CRM systems to ensure accurate records and timely resolutions. The role emphasizes clear, empathetic communication, multitasking in a fast-paced environment, and collaboration with sales, operations, and technical teams