Client Support Specialist (UK)

As a Client Support Specialist at AuditBoard, you'll play a crucial role in supporting our clients by addressing product inquiries, troubleshooting issues, and providing live training on our innovative solutions. Your expertise in both German and English will help bridge communication with our diverse clientele.

To be considered for the Client Support Specialist role at AuditBoard, you'll need to be fluent in German and proficient in English. Ideally, you should have 1-3 years of experience in a technical support role, preferably within a SaaS environment.

Yes! The Client Support Specialist position at AuditBoard is fully remote, allowing you to work from the comfort of your home. However, we prefer candidates based in the UK or near our London HQ for optimal collaboration.

Key responsibilities include responding to client inquiries via email and phone, conducting data migrations, offering live training, troubleshooting issues, and collaborating with internal teams to provide effective solutions for our clients. Your role will be essential in maintaining our high customer satisfaction levels.

AuditBoard provides numerous career growth opportunities. As a Client Support Specialist, you'll gain in-depth knowledge of our products, allowing you to advance into roles within product management, customer onboarding, or even development, depending on your interests and skills.

As a Client Support Specialist at AuditBoard, you'll enjoy competitive compensation, a bonus program, flexible vacation policies, comprehensive health coverage, and unique perks like a monthly benefit to enhance your life—making this not just a job, but a great workplace!

AuditBoard maintains high standards in customer support through comprehensive training, a collaborative culture, and our dedication to innovation. As a Client Support Specialist, you'll be empowered to take initiative and contribute to our ongoing mission to exceed client expectations.

When managing multiple client inquiries, I prioritize based on urgency and impact. I assess which issues require immediate attention or can affect the client's operations, ensuring that I address the most critical concerns first while keeping communication lines open for all clients.

In a challenging interaction, a client was frustrated with product limitations. I listened actively to understand their concerns, empathized with their situation, and provided them with immediate solutions while also escalating their feedback to our development team to inform future updates.

I have extensive experience with helpdesk ticketing systems like ZenDesk, where I managed incoming tickets effectively by categorizing issues, prioritizing them, and ensuring timely resolutions while documenting processes to improve future support.

I ensure effective communication by leveraging my fluency in both German and English, using simple language to convey complex ideas, and confirming understanding by paraphrasing. I also utilize translation tools for written communication when necessary.

I'm motivated by the satisfaction of helping others and resolving their challenges. Seeing clients succeed with our product and knowing I played a part in that inspires me to continually improve my skills and provide exceptional service.

I stay updated on product knowledge by regularly attending training sessions, reading internal documentation, participating in team meetings, and actively engaging with product management teams to understand new features and functionalities.

Essential skills for a Client Support Specialist include strong communication abilities, problem-solving aptitude, empathy, patience, and technical proficiency, especially in SaaS products. These skills are crucial for understanding client needs and delivering exceptional support.

In such a situation, I would be honest with the client, letting them know I'm uncertain about the answer but am committed to finding it out. I would take detailed notes of their question, research the answer, and follow up promptly to provide accurate information.

I have conducted live training sessions for clients by preparing clear, concise materials that outline key functionalities. I engage participants through interactive discussions and hands-on demonstrations, ensuring they gain the confidence to use the product effectively.

My troubleshooting approach involves a systematic method: first diagnosing the issue based on client feedback, then researching potential solutions, implementing fixes if possible, and following up with clients to ensure their satisfaction and understanding.