Client Support Specialist II: Escalations & Strategy Mentor

Silversmith Capital Partners; United States; On-site; USD 42,000 - 62,000; Full time

Job summary

MeridianLink is seeking a Client Support Specialist II to serve as the first line of defense in resolving client issues. You will respond to incoming communications, document interactions in case management systems, and provide updates on ongoing resolutions while escalating when needed.

The role emphasizes teamwork, basic decision-making, and adherence to procedures. You may mentor junior specialists and assist in developing support delivery strategies, ensuring inquiries are followed up and

Qualifications

• Level 2 Associates are expected to have prior education or relevant career experience.
• Focus on applying acquired job skills, company policies, and procedures to complete assigned tasks.
• Utilize a basic skill set and subject matter proficiency to complete work.
• Perform routine tasks with little supervision.

Responsibilities

• Coordinate with internal departments to resolve client issues and follow through until completion.
• Handle inquiries using judgment and basic decision-making authority to resolve customer concerns.
• Assist in developing support delivery strategies, escalation procedures, and training while mentoring Client Support Specialist I associates.
• Provide information about products and services, answer questions, and resolve client issues.
• Complete activities supporting implementation of procedures.
• Ensure inquiries are properly followed up on and resolved.
• May fill in for a supervisor during staff or customer meetings.

Job description

MeridianLink is seeking a Client Support Specialist II to serve as the first line of defense in resolving client issues. You will respond to incoming communications, document interactions in case management systems, and provide updates on ongoing resolutions while escalating when needed.

The role emphasizes teamwork, basic decision-making, and adherence to procedures. You may mentor junior specialists and assist in developing support delivery strategies, ensuring inquiries are followed up and