Overview of the Role

The Technical Client Support and Configuration 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 Technical 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.  

Overall Responsibilities

• 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 Ixaris activities, products and services to ensure queries are handled in a professional manner;
• Deploy clients on testing and production Ixaris 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.