Senior Client Support & Experience Specialist

Viticus Group; Las Vegas (NV); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Competitive salary

Comprehensive benefits (Full-Time)

401(k) with 3% company match

Supportive & collaborative workculture

Ongoing professional development

Wellness programs

Employee recognition & appreciation

Unique industry impact

Work-life balance

Fun workplace culture

Job summary

Viticus Group, based in Las Vegas, seeks a Client Support Specialist to resolve escalated client issues, manage complex registrations, and support Academy course administration. You will collaborate with IT, Accounting, Education, and Operations to ensure a seamless client experience and contribute to process improvements.

The role requires strong Microsoft Office and CRM/ticketing experience, excellent communication, and the ability to work independently in a fast-paced environment.

Qualifications

• High School Diploma or equivalent required.
• Associate or bachelor’s degree in business, communications, information systems, or related field preferred.
• 3–5 years in client support, customer service, administrative operations, or related role required.
• Experience handling escalated support requests and working with ticketing or registration systems preferred.
• Equivalent combination of education and experience will be considered.

Responsibilities

• Assist clients with purchases, upgrades, returns, and related technical support to enhance the client experience.
• Support client service needs, including password resets and education certificates, and navigation of the registration website.
• Provide large-group registration support, including bulk purchases.
• Respond to support ticket requests with emphasis on escalated tickets, documentation, timely follow-up, and resolution or escalation.
• Provide ongoing backup phone coverage to other Client Support team members.
• Update Academy Courses based on requested changes and close Academy Courses upon completion to maintain data integrity.
• Prepare and maintain documentation (SOPs) to support operations and assist with special projects.
• Perform system audits and document findings; collaborate across Accounting, Education, IT to address discrepancies.
• Provide actionable feedback to IT by identifying system issues and opportunities to improve processes.
• Support QA testing and assist the engineering team as needed.
• Review ticketing metrics, evaluate CS performance, and identify trends for improvement.

Skills

Advanced MS Office

CRM systems

Ticketing systems

Analytical skills

Diagnostic skills

Communication

Problem solving

Team collaboration

Education

High School Diploma or equivalent

Associate or Bachelor's degree in business, communications, information systems, or related field (preferred)

Tools

CRM platforms

Registration platforms

Internal databases

Job description

Viticus Group, based in Las Vegas, seeks a Client Support Specialist to resolve escalated client issues, manage complex registrations, and support Academy course administration. You will collaborate with IT, Accounting, Education, and Operations to ensure a seamless client experience and contribute to process improvements.

The role requires strong Microsoft Office and CRM/ticketing experience, excellent communication, and the ability to work independently in a fast-paced environment.