(INTERNAL APPLICANTS) Strategic Accounts Manager
Camp Strategy
Client Support Specialist
First Stop Health
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- The Client Support Specialist will be responsible for responding to issues and inquiries from clients, brokers, and internal stakeholders regarding the implementation and delivery of First Stop Health’s virtual care benefits to employers
- A customer support specialist combines technical knowledge, effective communication, problem-solving skills, and a client-first attitude
- Success in this role often depends on balancing technical expertise with empathy, adaptability, and a strong commitment to continuous learning and improvement
- The Client Operations, Customer Support Specialist will report to the Vice President, Business Operations
- Responsibilities: Serve as the first responder for issues coming through our “single front door” for client, broker, and internal stakeholder inquiries
- Investigate, troubleshoot, and resolve issues efficiently, ensuring a positive service experience
- Collaborate cross-functionally with other departments, when needed, to facilitate efficient issue resolution
- Maintain a high standard of professionalism and responsiveness in all communications
- Manage multiple tickets and requests simultaneously, prioritizing based on urgency and impact
- Contribute to the development of best practices and process enhancements
- Proactively identify recurring problems
- Document all client interactions, issues, and resolutions for continuous improvement and knowledge sharing
- Provide feedback to product and operations teams to help refine service delivery and client satisfaction
Requirements
- 3–5 years in a technical support, customer support, or client services role.
- Experience managing support tickets and working within helpdesk or CRM platforms (Salesforce ServiceCloud preferable).
- Excellent written and verbal communication skills for clear and effective interactions with clients, stakeholders, and internal teams.
- Strong interpersonal skills to build relationships, collaborate cross-functionally, and maintain professionalism in all client interactions.
- Analytical thinking to systematically investigate, troubleshoot, and resolve technical and service-related issues.
- Problem-solving: Resourcefulness in navigating ambiguous or complex situations to find optimal solutions, with a keen attention to detail.
- Time management: Capability to manage multiple tasks or tickets simultaneously, prioritize work based on urgency and impact, and efficiently meet deadlines.
- Adaptability: Comfortable working in fast-paced or dynamic environments, often adapting to tasks beyond defined responsibilities as needed.
