Client Support Specialist

Finalsite; Glastonbury (CT); Híbrido; USD 45.000 - 60.000; Jornada completa

Descripción de la vacante

Finalsite is seeking a Client Support Specialist to serve as Tier 1 support for K-12 clients, handling tickets, phone, and chat while educating users and implementing solutions.

This 100% remote role in the US (PST/MST timezone) requires CMS familiarity (Wordpress, Squarespace, Wix, Weebly, Joomla), strong customer service skills, Zendesk experience, and the ability to collaborate across teams to resolve issues and improve our CMS suite.

Formación

• Experience with customer service or technical support.
• Familiarity with content management systems (CMS) like Wordpress/Squarespace/Wix.
• Ability to multitask and stay patient in challenging situations.

Responsabilidades

• Support clients via ticketing, phone, chat, and social channels in a timely manner.
• Stay up to date on product features, updates, and web trends through blogs and help center articles.
• Provide support, training, best practices, and implementation assistance across our CMS and product suite.
• Troubleshoot, investigate, and create detailed bug reports and enhancement requests.
• Participate daily in team stand-up meetings addressing tickets and bugs.
• Summarize and escalate calls when necessary to resolve issues effectively.
• Strengthen Finalsite’s brand through excellent product knowledge and customer service.

Conocimientos

Customer support

Multitasking

Communication

Technical troubleshooting

Educación

Associate’s or Bachelor’s degree preferred

Herramientas

Zendesk

Descripción del empleo

WHO WE ARE

Finalsite is the most valued partner for K–12 schools to build trust, strengthen community, and grow enrollment. Ranked among the best EdTech Companies in America, Finalsite supports more than 7,000 schools and districts worldwide with an integrated platform for websites, communications, mobile apps, enrollment, and marketing services.

Headquartered in Glastonbury, Connecticut, Finalsite is a global company with employees working remotely across nearly every U.S. state, as well as throughout Europe, South America, and Asia.

We believe people do their best work when they feel supported, connected, and empowered to grow. That’s why we invest in our employees through competitive benefits, professional development opportunities, and a collaborative culture built on partnership and purpose.

At Finalsite, every interaction matters — with our clients, with each other, and with the schools and families we serve. Join us and help shape stronger school communities around the world

SUMMARY

The Client Support Specialist serves an essential role, meeting the front-line needs of clients through ticketing, phone and chat channels. Client Support Specialists work to educate, empower, troubleshoot issues, and implement solutions for clients. The Client Support Specialist serves as Tier 1 for client issues, escalating and interfacing with Tier 2 and other company personnel as needed.

LOCATION

100% Remote - Anywhere within PST/MST Timezone in US

RESPONSIBILITIES

• Support clients via ticketing, phone, chat and social media channels in a timely manner
• Stay up to date (through software update blogs, new help center articles, and training) on new product features and improvements, as well as web trends
• Provide support, training, best practice, and implementation assistance across our Content Management System and suite of products
• Troubleshoot, investigate, and create detailed software bug reports, and product enhancement requests
• Participate daily in team stand-up meetings covering challenging tickets, software bugs, and other items of note
• Ability to solve a portion of incoming calls while on the phone, summarizing and escalating others as appropriate
• Strengthen the Finalsite brand by exhibiting excellence in product knowledge and customer service

QUALIFICATIONS AND SKILLS

• Associate’s or Bachelor’s degree preferred, or commensurate experience
• Entry-level experience with websites built via content management systems (Wordpress, Squarespace, Wix, Weebly, Joomla, etc.) preferred
• Ability to multitask and maintain patience when faced with challenging situations
• Prior customer service or technical support experience preferred (min 2-4 years
• Experience with support desk software (Zendesk preferred)

RESIDENCY REQUIREMENT

Finalsite offers 100% fully remote employment opportunities, however, these opportunities are limited to permanent residents of the United States. Current residency, as well as continued residency, within the United States is required to obtain (and retain) employment with Finalsite.

DISCLOSURES

Finalsite is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. EEO is the Law. If you have a disability or special need that requires accommodation, please contact Finalsite's People Operations Team. Finalsite is committed to the full inclusion of all qualified individuals. As part of this commitment, Finalsite will ensure that persons with disabilities or special needs are provided a reasonable accommodation.