Customer Support Specialist

At Rival, we’re transforming how companies hire, onboard, and grow talent by making HR processes smarter, faster, and more agile. We enable organizations to simplify talent acquisition, modernize HR workflows, and accelerate workforce productivity.

The Client Support Specialist provides exceptional service to Rival’s SaaS clients by resolving technical issues and product functionality inquiries via multiple communication channels to ensure successful use of our solutions and a high level of client satisfaction, creating value-based relationships through proactive client care approaches.

Your contributions to Rival will include:

• Providing exceptional experiences with every client interaction by communicating with empathy and ensuring every service request is handled professionally.
• Providing telephone, email, and chat support to internal and external clients.
• Investigating, diagnosing and assessing technical problems reported by clients.
• Managing and documenting assigned cases, including internal and external communications.
• Documents all client interactions in Customer Relationship Management (CRM) system.
• Collaborates with Engineering, Development, Security and/or Operations teams to diagnose problems and identify corrective actions for clients.
• Understands and assesses client-reported issues to determine prioritization and steps to replicate issues utilizing appropriate test environments.
• Learns, understands, maintains and contributes to internal support processes.
• Maintains strong adherence to Service Level Agreements.
• Reviews and updates knowledge base and technical support documentation to reflect current technical information on products.
• Participates in special projects as assigned.

Required Skills

• Ability to create positive relationships through transactional experiences.
• Resourceful with exceptional problem-solving and research skills; seeks, acquires and documents information to provide clients effective responses and resolutions.
• Meets or exceeds service level standards for responding to client and internal team inquiries.
• Excellent written and verbal communication skills, with an emphasis on tone, structure, grammar, and spelling.
• Ability to explain complex technical concepts to non-technical individuals.
• Ability to work with a globally distributed team without direct supervision.
• Proficient with CRM software including Salesforce and Microsoft Office applications.

Required Experience

• Bachelor's degree or completion of college level coursework required; Information Technology related degree (Associate's or Bachelor's) preferred.
• Technical software support, customer service and/or call center experience preferred.
• Application Help Desk experience with CRM systems preferred.
• Experience with relational databases (SQL, Access) preferred.

Please refer to job description.