Hybrid Remote Client Support Specialist

Experity; Machesney Park (IL); Hybrid; USD 24,000 - 27,000; Full time

Benefits offered by this job

Health insurance

Dental/Orthodontia

Vision

401(k) employer match

Paid Time Off

Bonuses

Flexible work scheduling

Employee Assistance Program

Team events

Job summary

Experity is seeking a customer-focused front-line technical support specialist in Machesney Park, IL. You will assist clients and clinical staff via phone, email, and chat, troubleshoot issues, provide training, and document resolutions in the case management system while collaborating with cross-functional teams.

Ideal candidates have at least one year of customer service experience, strong communication skills, and proficiency in Microsoft Office.

Qualifications

• High school diploma or equivalent.
• One year of customer service experience.
• Proficiency in Microsoft Office (Word, Outlook, Excel, PowerPoint).

Responsibilities

• Provide front-line technical support to clients and internal stakeholders via phone, email, and chat.
• Manage client requests and assigned projects to successful completion.
• Assist client/clinical staff/peers with application training and proper use.
• Identify and investigate application issues, research answers, and guide clients through corrective steps with escalation as needed.
• Build trusted relationships with clients and internal teams.
• Continuously seek opportunities to improve the client experience and support processes.
• Use CRM (Salesforce) for documentation, client communication, and ticket resolution/tracking.
• Collaborate with peers and cross-functional teams to resolve complex or escalated issues.
• Troubleshoot user-reported software issues using documentation and internal tools.
• Meet or exceed individual and team performance metrics (response time, resolution rates, client satisfaction).
• Possibility to work into rotating shifts for nights/weekends/holidays; participate in on-call schedule.
• Demonstrate ownership of time management and prioritize tasks in a fast-paced environment.
• Other duties as assigned.

Skills

Customer service

Verbal communication

Written communication

Problem solving

Time management

Team collaboration

Education

High school diploma or equivalent

Tools

Salesforce

Case management tool

Job description

Experity is seeking a customer-focused front-line technical support specialist in Machesney Park, IL. You will assist clients and clinical staff via phone, email, and chat, troubleshoot issues, provide training, and document resolutions in the case management system while collaborating with cross-functional teams.

Ideal candidates have at least one year of customer service experience, strong communication skills, and proficiency in Microsoft Office.