Client Support Specialist

We are seeking a Client Support Specialist II to provide technical support and assistance to end users for software applications, hardware, and related technology systems. In this role, you will serve as a key point of contact for troubleshooting technical issues, documenting support requests, and helping ensure timely resolution of user concerns.

The ideal candidate will have strong problem-solving abilities, excellent communication skills, and experience supporting help desk environments and point-of-sale (POS) systems. This position requires the ability to analyze issues, identify solutions, and collaborate with internal teams to maintain a high level of customer satisfaction.

Key Responsibilities

• Provide technical support for software applications, hardware, and related systems.
• Respond to and troubleshoot user-reported issues via phone, email, and ticketing systems.
• Document and track incidents, service requests, and resolutions accurately.
• Analyze reported problems and determine the most effective solutions.
• Coordinate with technical teams, network support, application support, and other resources to resolve complex issues.
• Escalate issues when necessary and follow through to ensure timely resolution.
• Deliver high-quality customer service while maintaining strong client relationships.
• Assist with identifying recurring issues and recommending process improvements.

Knowledge, Skills & Abilities

• Solid understanding of help desk processes, technical troubleshooting, and customer support best practices.
• Ability to handle routine to moderately complex technical issues with minimal supervision.
• Strong critical thinking and decision-making skills.
• Excellent customer service orientation and interpersonal skills.
• Ability to quickly assess issues described by users and determine appropriate resolutions or next steps.

Required Experience: 

• High School Diploma or equivalent.
• Minimum of 2 years of relevant technical support or help desk experience.
• Experience supporting Point-of-Sale (POS) terminals and related technologies.
• Strong verbal and written communication skills.
• Ability to troubleshoot and resolve technical issues independently.
• Strong analytical and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced environment.

Preferred Experience: 

• Bachelor’s degree in Computer Science, Information Technology, or a related technical field.
• 4+ years of relevant technical support or help desk experience.
• Advanced experience supporting POS systems and related hardware/software environments.