The Client Support Specialist I serves as the first point of contact for our clients, providing frontline support to resolve routine technical issues and escalate more complex ones. This role is responsible for expert problem identification, analysis, and appropriate troubleshooting, ensuring accurate ticket logging and timely escalation when necessary. Requests are received via email, ticketing system, or telephone, and the Client Support Specialist I consistently delivers exceptional customer service. They maintain professional communication, ensuring customer satisfaction while working collaboratively with technical staff and end users. An ideal candidate is self-motivated, can work with minimal supervision, and excels at troubleshooting basic IT issues. This position primarily functions in-office.

Essential duties and responsibilities:

• 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 support.
• 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

Qualifications:

• Strong communication and customer service skills.
• Basic understanding of operating systems (Windows, macOS, Linux).
• Familiarity with common applications (Office Suite, email clients).
• Knowledge of networking components (Switches, firewalls, gateways)
• Basic problem-solving abilities.
• 0-1 year of IT support or customer service experience.
• Associate's degree in computer science or equivalent work experience (preferred)