Client Support Job Description

Client Support Job Description

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Client support provides support to clients for general operation of Windows operating system, Mac OSX, MS Office Suite/Office 365, Adobe Creative Cloud, application support and standard support.

Client Support Duties & Responsibilities

To write an effective client support job description, begin by listing detailed duties, responsibilities and expectations. We have included client support job description templates that you can modify and use.

Sample responsibilities for this position include:

Create and maintain documentation to enhance knowledge and to assist with streamlining processes
Provide leadership for Client Support projects with a focus on strategic and regulatory initiatives that align processes/applications across lines of business
Collaborate with Data Team on emerging data standards to support business evolution of client support tools and processes
Develop a client centric mentality
Understand how large companies rate and communicate employee performance & client satisfaction
Understand ethics, compliance, and business conduct issues pertaining to our industry
Understand time management requirements when working with individuals or clients/teams
Insight into managing a budget in regards to Overtime and Travel/Entertainment
Learning new Ticketmaster Product and supporting the staff in product adoption and training
Monitor key product usage to assist in creation of area best practices

Client Support Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Client Support

List any licenses or certifications required by the position: IAT, II, PC, CE, COBRA, FPC, ITIL, CECRL, B2, MCP

Education for Client Support

Typically a job would require a certain level of education.

Employers hiring for the client support job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Associate Degree in Education, Technical, Computer Science, Business, Finance, Associates, Economics, Information Systems, MBA, General Education

Skills for Client Support

Desired skills for client support include:

Various operating systems
Industry tools
Computer functions
Event Base product suite
Exceeding clients' expectations in all of your interactions
AccessManager
REPGEN
Processes
MS Office suite
Event programming as it relates to sales channels and consumer experience

Desired experience for client support includes:

Shadow and assist at a client box office to understand the inner operations of a venue
Provides proactive sales and service support to current clients and future prospects
Promotes products, strategies and value added services effectively by phone
Identifies key prospects in sales territories
10 plus years previous banking or other financial institution experience and/or 5 plus years client support experience
Must maintain budget and fulfill financial responsibilities such as completing capital requisitions

Client Support Examples

1

Client Support Job Description

Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of client support. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for client support
  • Analyze and report metrics of tickets
  • Managing client expectations with regard to case resolution timescales
  • Resolving inbound phone and email client queries, issues and requests in relation to the ADP payroll applications to client satisfaction and meeting quality and delivery targets
  • Managing all ongoing cases through to conclusion
  • Using telephony and CRM systems to log, update and track client queries, issues and requests to resolution
  • Escalating client queries, issues and requests that cannot be resolved after a full and thorough investigation has been completed and all possible solutions explored
  • Contributing to root cause analysis and implementing solutions to prevent reoccurrence of client queries, issues and requests
  • Identifying service, process and product improvements
  • Contributing to the implementation of service and process improvements
  • Proactive contact to clients to offer additional help and support
Qualifications for client support
  • Have proficiency in use of Microsoft products (Windows 7 and Office primarily), wireless devices, hardware repair techniques and networking concepts
  • Occasional travel to external locations such as VIP's homes or offsite meeting locations as directed and scheduled by management (backup to senior level techologists if necessary)
  • Occasional travel to external locations such as VIP's homes or offsite meeting locations as directed and scheduled by management (backup to senior level technologists if necessary)
  • Must be experienced with supporting Windows 7, Microsoft Office/Outlook, and local networking issues
  • The applicant should have the ability to remain calm under pressure at all times along with the ability to prioritize issues effectively
  • Must have the ability to communicate effectively both written and verbally
2

Client Support Job Description

Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of client support. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for client support
  • Provide L2 support for Client Connectivity applications
  • Perform morning checks and continuous monitoring of the production environment
  • Demonstrate strong leadership skills to manage the team, including managing the book of works for the team, Support projects
  • Investigate order behavior as raised by L1 teams and business by analyzing the application logs and applying application knowledge
  • Take ownership on the production outages
  • Post incident perform thorough review, involve all the stake holders including application development teams to ensure that the issue has been permanently resolved and identify action items to prevent the re-occurrence of the issue
  • Review all the changes for production environment
  • Manage the EOD Trades reports to clients
  • Drive Stability and Operational initiatives
  • Host periodic online/webinar training sessions with the testing centers
Qualifications for client support
  • Off-hours and weekend support will be required as-needed
  • The applicant may be assigned to support remote building locations within Manhattan and Queens
  • The position requires the physical ability to lift up to 75 lbs
  • A+, Microsoft and Apple certifications are desirable
  • Ability to remain calm under pressure and deliver consistent and high quality service to clients
  • Able to Flex communication style based on setting and purpose
3

Client Support Job Description

Job Description Example
Our growing company is hiring for a client support. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for client support
  • Install new programs and equipment
  • Address NOC alerts and, as necessary, coordinate further action
  • Write manuals and train users on the user of new hardware or software
  • Successfully develops partner relationships with team mates and internal partners/key stakeholders in support of client and partner needs
  • Gathers supporting information for escalation process and client resolution
  • Recognizes process and/or procedure issues and proactively recommends changes to improve in the specific area
  • Supports fraud victims as needed, providing additional information and making recommendations for the steps the client should take to mitigate losses and protect themselves from further negative impact
  • Be able to use other forms of communication including Brainshark and social medial tools
  • Work closely with the CRM’s to Build a long term sustainable client relationship, establishing trust, confidence and goodwill, and agreeing and managing client expectations
  • Act as the interface between the client ( as their ‘trusted advisor’) and infrastructure services (as a ‘knowledgeable client representative’)
Qualifications for client support
  • 1-2 years experience with the Ticketmaster System
  • Minimum of 3 years full time IT related experience in an enterprise environment
  • Excellent communication, presentation, and interpersonal skills (spoken and written)
  • Ability to provide and demonstrate leadership in technology solutions
  • IT analysis experience
  • At least 3 years experience in IT related experience in an enterprise environment
4

Client Support Job Description

Job Description Example
Our innovative and growing company is hiring for a client support. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for client support
  • Ensure that trading floor incidents and requests are responded to in an accurate and timely manner, meeting and or exceeding service level expectations
  • Provide basic L2 Workspace trading floor support and technical trouble shooting
  • Performs proactive quality account audits/analysis on Strategic Services/Field Services accounts
  • Interfaces with clients and Workforce Solutions staff on customer survey results to identify key indicators of satisfaction, obtain voice of client (VOC), troubleshoot, and facilitate resolutions
  • Leads critical care stakeholder calls and liaisons for Sr
  • Manages and evaluates client escalations to report on results, trends, progress, and make recommendations
  • Develops client action plans in partnership with the AM and manage to completion
  • Partners with internal Workforce Solutions departments and AMs to identify areas where support can be provided to enhance client retention
  • Conducts client meetings such as educational workshops and demos
  • Acts as the AM for accounts in AM absences
Qualifications for client support
  • At least 1 year experience in IT analysis experience
  • Must display sound decision making and judgement for dealing with client, candidate, and internal issues
  • Must be able to manage a number of assignments simultaneously
  • Must possess problem-solving, time-management, planning and project-management skills
  • Must be organized, detail oriented and self-motivated
  • Occasional travel to other RL locations as directed and scheduled by management
5

Client Support Job Description

Job Description Example
Our company is growing rapidly and is looking to fill the role of client support. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for client support
  • Assist with Service and Marketing campaigns through inbound support and lead management activities
  • Responding to support tickets that have been submitted by our carrier customers and tickets that have been escalated by Tier 1
  • Promotes products, strategies and value
  • Install new desktop/laptop/computer systems, including hardware components and software packages, and supported operating systems
  • Partner with other team members in standardizing configurations and improving overall computer support
  • Configure and use LANDesk management suite to streamline deployments, facilitate desktop security, and provide remote management
  • Proficient use of the ITNS Service Portal to track support incidents and requests, document changes, and update clients of the status
  • Maintain software license compliance documentation for software
  • Diagnose wired and wireless network and telecommunication issues and provide resolution
  • Under the direction of the Assistant Director for IT Client Services and Support, serve as backup for telecommunications and instructional technology services
Qualifications for client support
  • Must have the ability and willingness to operate and succeed within a team environment
  • Ability to analyse a complex problem and identify potential solutions by exploring diverse alternatives, including, where applicable, risks and potential business impact
  • Experience with company products, site management and reporting software preferred
  • Demonstrates proficiency with Microsoft Office Word & Excel
  • Demonstrates ability to multitask and work at a varied pace in a deadline driven environment
  • Self-starter, analytical, detail driven and goal-oriented

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