Customer Service Rep

CSA TS Client Services

About the Role:

As a Client Services Associate (CSA) in the Technical Support department within the Customer Service category, you will serve as a key liaison between our company and our clients, providing exceptional support and assistance. Your primary responsibility will be to address client inquiries, troubleshoot technical issues, and ensure timely resolution of all support requests. You will play a vital role in maintaining client satisfaction and fostering positive relationships by delivering high‑quality service and support.

• Act as the primary point of contact for clients seeking technical support, promptly responding to inquiries via phone, email, or online chat.
• Provide expert technical assistance and troubleshooting guidance to clients experiencing issues with our products or services, diagnosing problems and guiding them through resolution steps.
• Document all client interactions, inquiries, and resolutions accurately and comprehensively in the appropriate systems or databases, ensuring thorough record‑keeping and data accuracy.
• Collaborate closely with internal technical teams to elevate complex issues and ensure timely resolution, advocating for clients and providing regular updates on the status of their cases.
• Assist clients with product setup, configuration, and customization, offering guidance and best practices to optimize their use of our offerings.
• Educate clients on product features, functionalities, and updates, ensuring they have the knowledge and resources needed to leverage our solutions effectively.
• Identify trends or recurring issues in client inquiries and work proactively to address root causes, contributing to ongoing improvements in product quality and customer satisfaction.
• Provide feedback to internal teams based on client insights and experiences, advocating for enhancements or new features to meet client needs and expectations.
• Participate in ongoing training and professional development activities to stay current on product knowledge, technical skills, and industry trends, continuously enhancing your expertise and capabilities.
• Maintain a positive and professional demeanor in all client interactions, striving to exceed expectations and deliver an outstanding service experience that reinforces client loyalty and satisfaction.

• Associate's or bachelor's degree in hospitality management, business administration, or a related field, or an equivalent combination of education and relevant experience is required.
• Minimum of 2 years of experience in a customer service or technical support role, preferably in a technology‑related industry.
• Strong technical aptitude and proficiency with computer systems, software applications, and troubleshooting methodologies.
• Excellent communication skills, both verbal and written, with the ability to convey technical information clearly and concisely to clients of varying technical backgrounds.
• Proven ability to prioritize tasks, manage multiple priorities simultaneously, and work effectively under pressure in a fast‑paced environment.
• Exceptional problem‑solving skills and a demonstrated ability to think analytically and creatively to resolve complex issues.
• Customer‑focused mindset with a passion for delivering exceptional service and building positive client relationships.
• Willingness to work flexible hours, including evenings and weekends, to accommodate client needs and support team coverage.
• Previous experience in a technical support role supporting software applications, hardware devices, or cloud‑based solutions.
• Familiarity with ITIL (Information Technology Infrastructure Library) principles and best practices for IT service management.
• Certification in relevant technical areas such as CompTIA A+, Microsoft Certified Professional (MCP), or similar credentials.
• Experience using CRM (Customer Relationship Management) software or ticketing systems to manage client interactions and support requests.

XBP Global is committed to fostering a diverse and inclusive workplace and is proud to be an equal opportunity employer. All qualified applicants will be considered for employment without regard to race, colour, creed, religion, national origin, ancestry, citizenship status, age, disability, sex/gender, marital status, sexual orientation, gender identity, gender expression, veteran status, genetic information, or any other characteristic protected by applicable federal, state, or local law.

EOE/Minorities/Females/Veterans/Disabled