• Spoton Connections
  • Oct 13, 2020
Full time Customer Service

Job Description

Overview of the Role
The Client Support Specialist will be responsible for offering client support to internal and external
clients and deploying and configuring client applications. This is a critical customer-facing position that
requires identifying, troubleshooting, and resolving both internal system problems, as well as external
customer-related issues.
The role will require a blend of technical and business knowledge, as well as excellent communication
skills to be able to provide a highest level of customer satisfaction. The Client Support and
Configuration Specialist must be a motivated team player that can see projects to completion, work
independently, and be willing to assist other team members not specific to his/her duties

• Responds to client queries using a ticketing system in a professional, polite, informative,
thorough and timely way, providing a high level of personalized client service;
• Maintains a consistent and positive customer service image when interacting with clients;
• Proactively keeps up to date with company activities, products and services to ensure queries
are handled in a professional manner;
• Deploy clients on testing and production company’s server applications and perform any
necessary configurations;
• Escalates and resolves cases in prompt time ensuring corporate SLAs are met;
• Interacts with third-party suppliers and other departments as required;
• Prepares documentation for tools and processes;
• Contributes to ongoing improvements to processes, procedures and comms within the team;
• Has a passion for high quality customer service.

• Excellent verbal and written communication skills in English;
• Knowledge of API messaging using SOAP and REST and use of tools such as SOAPUI/Postman
will be considered an asset
• Knowledge of SQL/MySQL. Ability to query databases will be considered an asset
• Understanding and familiarity with web applications running on Apache/Linux environments.
You don’t need to be a developer or expert - but understanding these technologies and their
usage is a strong advantage;
• Being able to work on multiple projects/tasks at the same time without losing focus;
• Attentive to detail, and focus on high quality communications; both written and spoken;
• Strong analytical skills;
• A team player, able to add value to the support process and get the best from others;
• Ability to work under pressure and prioritize as required;
• Experience in client facing roles especially dealing with people from different cultures and
• A positive person with a can-do attitude and willingness to learn;
• Candidates with a qualification in ITIL Foundation or above would be preferred;
• Candidate preferable is required to have at least a MQF Level 5 qualification (Diploma or
equivalent). An MQF Level 6 (Degree) qualification would be considered as an asset;
• Candidates with experience in the payment industry and client services would be preferred.