Senior Client Services Specialist - Cloud Platform (Remote)

PCI Energy Solutions; Norman, Northern (OK, KY); Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

Flexible working hours

Remote work

Job summary

PCI Energy Solutions in Norman, OK is hiring a Senior Client Service Specialist to support our hosted cloud platform. You will act as the primary client contact, resolve issues, and provide expert guidance on PCI products and services.

The role includes monitoring health dashboards, triaging alerts, mentoring junior specialists, and participating in a rotating on-call schedule to ensure uninterrupted service for clients.

Qualifications

• 3-5 years in a senior client-facing support role.
• Experience administering cloud-based enterprise apps (e.g., AWS).
• Ability to interpret monitoring dashboards and triage issues.

Responsibilities

• Administer the PCI application suite for hosted clients, including account setup and routine maintenance.
• Monitor system health using observability tools; triage alerts and collaborate on deeper resolutions.
• Serve as the primary client contact, delivering advanced guidance on PCI products and services.
• Monitor, triage, and manage support tickets and calls; route requests by severity.
• Resolve issues promptly; escalate complex problems per defined paths; ensure follow-up.
• Mentor newer Client Service Specialists on troubleshooting and escalation practices.
• Identify improvements to support processes, refine runbooks and SOPs.
• Maintain accurate records of client interactions in CRM and ticketing systems.
• Stay current on PCI product updates and platform changes relevant to clients.
• Participate in rotating on-call schedule for after-hours coverage.

Skills

Client-facing

Cloud apps (AWS)

Monitoring dashboards

Strong communication

Problem solving

Multitasking

Mentorship

Job description

PCI Energy Solutions in Norman, OK is hiring a Senior Client Service Specialist to support our hosted cloud platform. You will act as the primary client contact, resolve issues, and provide expert guidance on PCI products and services.

The role includes monitoring health dashboards, triaging alerts, mentoring junior specialists, and participating in a rotating on-call schedule to ensure uninterrupted service for clients.