Senior Client Support Specialist

Job Summary

With a mission to provide unwavering support, expert guidance, and rapid issue resolution, our Client Support team ensures that clients have a seamless and rewarding experience. From first contact to issue resolution, this team embodies our dedication to client success, striving to exceed expectations and foster lasting relationships. With a focus on quality, communication, and collaboration, the Client Support team plays a vital role in our company's mission to empower and delight our clients.

As a Senior Client Support Specialist at Ethixbase, you will take on a leadership role within our client support department. You will use your expertise to provide advanced support to clients, mentor junior support specialists, and contribute to the continuous improvement of our support processes.

This position primarily involves front-line support, encompassing 1st and 2nd Line support responsibilities. The key functions include providing assistance to both Ethixbase internal and external stakeholders effectively utilizing and managing the deployed EB platforms. Specific duties comprise addressing inquiries related to platform usage, resolving issues that do not necessitate product modifications, crafting detailed defect reports for platform-related issues, and initiating, as well as maintaining ownership of support tickets that are ultimately resolved by the 3rd Line Support Team (technical team).

Moreover, in your capacity as a senior team member, you will play a pivotal role in onboarding and mentoring junior colleagues. This entails not only enhancing your own expertise in both product and due diligence domains but also actively contributing to the documentation of these areas for the benefit of your peers. Furthermore, you will be responsible for maintaining consistent updates and effective communication with the rest of the organization regarding all aspects of Client Support.

Key Responsibilities

• Advanced Support: Provide expert-level support to clients, resolving complex issues and escalations that require in-depth knowledge of our products and services.


• Ownership: Own resolution of mainly but not only 2nd Line queries by taking tickets within the agreed first response timescales, work with other team members to see the tickets completed within the agreed SLA’s. Escalate appropriately within the Support team to the 3rd Line team, and through line management for high severity issues.


• Product Knowledge and Continuous Learning: Develop a deep understanding of our products/services to provide accurate and insightful information to clients and colleagues, as well as end to end training to the users of the platform. Update your knowledge and proactively keep up to date with the latest development in the Ethixbase product suite. Make line management aware of personal development goals.


• DD Landscape: Acquire a comprehensive understanding of the due diligence landscape, enabling you to gain insights into clients' perspectives and their objectives in relation to their roles and responsibilities.


• Mentorship: Act as a mentor to junior support specialists, providing guidance, training, and support to help them excel in their roles.


• Process Improvement: Identify areas for process improvement within the client support department and collaborate with the team to implement changes that enhance efficiency and effectiveness.


• Client Feedback: Act as a point of contact for escalated client concerns, using your advanced skills to address and resolve issues to the client's satisfaction.


• Training and Development: Develop training materials and provide ongoing training to support specialists, ensuring they stay current with product updates and best practices.


• Data Analysis: Analyze client support data and trends to identify opportunities for service improvement and product development and work closely with the relevant teams (Product, AMs, CSMs, etc.).


• Cross-Functional Collaboration: Collaborate with other departments, such as product development and sales, to communicate client feedback and contribute to product improvements.


• Lead by Example: Set a high standard for client support excellence and serve as a role model for the support team.


• Compliance: Fulfilling the role in a manner that is consistent with all applicable laws and regulations and the long-term prosperity of the business.

Qualifications

• Bachelor's degree in a relevant field is preferred.


• Minimum of 3 years of experience in client support or a related role.


• Proven track record of successfully resolving complex client issues and escalations.


• Strong leadership and mentorship skills.


• Exceptional communication skills, both written and verbal in English.


• Proficiency in using CRM software and support ticketing systems.


• Analytical mindset with the ability to use data to drive improvements.


• A passion for client service and dedication to ensuring client satisfaction.

What else do you need to know

This role sits within the Client Support, reporting directly to the Client Support Team Manager. The role will work alongside Global Product and Technology Team.

This job description does not provide all the duties and responsibilities for this role. It is expected the role holder will undertake duties as needed and directed by the manager and the company.