Client Support Specialist

We are a leading global software company dedicated to the world of computer aided design, 3D modeling and simulation- helping innovative global manufacturers design better products, faster! With the resources of a large company, and the energy of a software start-up, we have fun together while creating a world class software portfolio. Our culture encourages creativity, welcomes fresh thinking, and focuses on growth, so our people, our business, and our customers can achieve their full potential.

Position Overview

In today's dynamic enterprise support environment, ensuring client satisfaction and operational excellence requires a proactive and structured approach to service delivery. The Client Support Specialist plays a critical role in managing and resolving client support requests, maintaining ticket hygiene, and driving continuous improvement in service responsiveness.

This role serves as a central point of contact for client-facing support issues, ensuring that all incoming requests are properly triaged, tracked, and resolved in alignment with service level expectations. The successful candidate will demonstrate ownership, accountability, and a commitment to delivering high-quality support experiences.

This position will be responsible for overseeing the lifecycle of support tickets, collaborating with technical teams, and ensuring that client needs are met with urgency and professionalism. Success in this role will be defined by timely resolution of support requests, clear communication, and consistent client satisfaction.

Responsibilities

• Own the end-to-end disposition of support tickets, including triage, categorization, escalation, and closure.
• Ensure client support requests are acknowledged, tracked, and resolved within defined SLAs.
• Act as a liaison between clients and technical teams to ensure accurate and timely resolution of issues.
• Monitor ticket queues and proactively follow up on aging or stalled tickets.
• Maintain detailed documentation of support activities and resolutions.
• Identify recurring issues and collaborate with teams to drive root cause analysis and long-term fixes.
• Support onboarding and training efforts for new support processes or tools.
• Provide feedback to improve support workflows and enhance client experience.

• Bachelor's Degree or equivalent experience in IT, Business, or related field.
• Strong understanding of ticketing systems (ServiceNow, Jira, or equivalent).
• Excellent communication and interpersonal skills.
• Proven ability to manage multiple priorities in a fast-paced environment.
• Experience working with cross-functional teams to resolve technical issues.
• Familiarity with ITIL practices and incident/request management workflows.

• Experience in enterprise IT environments or field service delivery.
• Knowledge of support metrics and reporting (e.g., SLA, CSAT, MTTR).
• Ability to analyze support trends and recommend process improvements.
• Exposure to automation tools or scripting for support efficiency.
• Certifications in ITIL, ServiceNow, or related support platforms.