Client Support Representative, Tier 1

Position Summary  

 
We are seeking a dedicated and detail-oriented Client Support Representative, Tier 1 to join our team. This role focuses on providing first-level assistance for our SaaS products and services, addressing client inquiries through email, phone, and chat. The ideal candidate will help ensure seamless usage of the platform by resolving common technical and operational issues and guiding users through its features. For this role employees must work on site 100%. 

Essential Duties and Responsibilities 

The essential functions include, but are not limited to the following: 

Case Management: 

• Handle first-level inquiries related to SaaS products, ensuring accurate and timely resolutions. 

• Troubleshoot and resolve basic system issues, such as login difficulties, payroll processing errors, and report generation. 

• Manage a high volume of inquiries via email, phone, and chat, maintaining a strong focus on service quality. 

• Document all interactions, resolutions, and follow-ups in a detailed and accurate manner. 

• Ensure consistent follow-up and communication with clients, adhering to service-level agreements. 

Client Collaboration: 

• Act as the primary point of contact for Tier 1 support inquiries, delivering a positive and effortless client experience. 

• Guide clients through platform features and tools, empowering them to navigate the system independently. 

• Foster strong client relationships by providing clear and empathetic communication throughout the support process. 

• Educate clients on best practices and available resources to maximize the value of the platform. 

Cross-Departmental Coordination: 

• Escalate complex issues to Tier 2 support or relevant departments, ensuring seamless collaboration and resolution. 

• Work with internal teams, including Tax, Payroll, and Development, to gather insights and address client concerns. 

• Act as a liaison between clients and internal teams to streamline communication and improve issue resolution. 

Continuous Improvement: 

• Identify recurring issues and provide feedback to enhance support processes and system functionality. 

• Contribute to the development and refinement of internal knowledge bases and standard operating procedures. 

• Stay updated on new features and system updates to provide accurate and timely support. 

• Participate in team projects and initiatives aimed at improving overall service delivery. 

Required Skills: 

• Technical Proficiency Level 1: Basic knowledge of SaaS platforms and troubleshooting. 

• Strong understanding of payroll and tax fundamentals. 

• Exceptional verbal and written communication skills. 

• Attention to detail and the ability to handle multiple inquiries simultaneously. 

• Problem-solving and analytical skills to address client concerns efficiently. 

• Client service orientation with a commitment to confidentiality and compliance. 

• Ability to handle stressful situations in a professional manner 

• Ability to manage multiple projects and adhere to conflicting deadlines  

• Quick learner, multi-tasker, master at organization, and overall team player  

• Fully Bilingual, English (C1), Spanish, both oral and written 

Preferred Skills: 

• Experience in SaaS customer support or related fields. 

• Familiarity with HCM platforms or payroll systems. 

• FPC or CPP Certification preferred.