Client Services Technical Support Representative

The Client Services Technical Support Representative provides frontline support for assigned products from the Petaluma, California site, primarily via phone, and delivers remote training to clients while maintaining thorough documentation to meet quality targets.

Responsibilities

• Act as the primary point of contact for assigned products, mainly by phone, with additional support via email, web-based tools, and occasional on-site visits.
• Deliver remote training on operations, reporting, and monitoring to clients.
• Meet established quality and productivity targets, including phone metrics.
• Escalate appropriate cases in line with current policies.
• Document all customer interactions clearly and comprehensively.
• Set clear client expectations and ensure resolution is followed through.
• Remain accessible and responsive at all times.
• Create and/or update Knowledge Base articles.
• Serve as a resource for the team and department.
• Participate in ongoing internal education and training.

Requirements

• Diplomatic and tactful when working with individuals from diverse roles and backgrounds.
• Minimum of two years’ experience in Quality Assurance or Client Support within a technical environment.
• Ability to thrive in a fast-paced, high-demand setting.
• Positive, team-oriented mindset.
• Experience guiding clients through complex technical procedures over the phone.

Benefits

• 401(k)
• 401(k) matching
• Health insurance
• Paid time off

Job Type

Full-time

Pay

USD 27.00 - 30.00 per hour

Work Location

In person at Petaluma, CA

Skills & Abilities

• Excellent verbal and written communication; proficient in clear English when interacting with clients, peers, and trainers.
• Ability to learn independently and through formal/internal training.
• Strong analytical, troubleshooting, and problem-solving skills; capable of creative, outside-the-box thinking.
• Collaborative team player with solid interpersonal skills.
• Demonstrated mechanical and electronic aptitude.