Client Support Specialist
Company:Ascend Partner Services
Location:US
Languages:English
Seniority level:Middle, 2-3 years
Experience:2-3 years
Skills:
DocumentationCommunication SkillsCustomer serviceAccountingWritten communicationBookkeepingEmpathyVerbal communicationTroubleshooting
Requirements:
2-3 years of experience in bookkeeping, accounting, or a closely related role. Hands-on experience working with accounting or financial technology platforms. Strong written and verbal communication skills. Comfort interacting directly with clients, including managing difficult or emotional conversations. A service-oriented mindset with a strong sense of ownership.
Responsibilities:
Respond to client inquiries regarding portal usage, issues, and concerns via email and phone. Guide clients through problems calmly and professionally. Build trust with clients by listening and guiding them to resolution. Create short instructional videos and written help documents. Refine support materials based on client feedback. Translate accounting and technology concepts into client-friendly explanations. Identify common client pain points and share insights with Product and Deployment teams. Act as a voice of the client during product rollout and iteration. Help improve onboarding flows by spotting friction early.
