Client Support Specialist I

Department: Frontline Services

Reports to: Associate Manager, Frontline Services

Department Growth Path: Client Support Specialist II

Job Summary

The Client Support Specialist I serves as the primary point of contact for clients, providing frontline technical support by resolving routine issues and escalating more complex incidents as needed. This role is responsible for accurate problem identification, analysis, and troubleshooting, as well as proper ticket documentation and timely escalation in accordance with established procedures.

Support requests are received via email, ticketing system, or telephone. The Client Support Specialist I consistently delivers exceptional customer service through clear, professional communication, ensuring a positive client experience while working collaboratively with technical teams and end users.

The ideal candidate is self-motivated, able to work with minimal supervision, and demonstrates strong aptitude in troubleshooting basic IT issues. This position is primarily based in-office.

Essential Functions

• Respond to incoming support requests via phone, email, or tickets.

• Troubleshoot basic networking components and software issues.

• Document incidents and resolutions in the ticketing system.

• Escalate unresolved issues to Level 2 specialists.

• Provide basic user training on software and hardware usage.

• Follow pre-defined procedures and workflows for handling tickets.

• Document all work done in Autotask (and cross-ticket when applicable).

• Appropriately escalate issues beyond their scope.

• Maintain appropriate internal documentation