Client Experience Associate (Software Technical Support)

Input 1 is looking for a Client Experience Associate who enjoys solving problems, learning complex software systems, and helping clients succeed. In this role, you will work directly with our clients to troubleshoot technical questions related to our Premium Billing System (PBS) and ensure that support requests are handled quickly and effectively.

This position is a great opportunity for someone who wants to build deeper expertise in B2B SaaS products while developing strong technical troubleshooting and client communication skills.

You will start by helping manage incoming support tickets, investigating client questions, and coordinating with internal teams. As your knowledge of PBS grows, you will begin independently resolving technical support issues and assisting with onboarding new clients.

What You’ll Do:

Provide Technical Support

• Respond to client support inquiries related to PBS functionality, workflows, configurations, and system behavior
• Investigate and troubleshoot client-reported issues by analyzing system behavior and reproducing issues when possible
• Resolve low to medium complexity technical support cases directly with clients
• Clearly communicate solutions, workarounds, and product guidance
• Escalate complex issues to Product or Engineering teams with proper documentation

Manage Support Tickets

• Monitor and triage incoming support tickets to ensure timely response and prioritization
• Follow up on open tickets awaiting client responses or internal investigation
• Document troubleshooting steps and resolutions within the ticketing system

Support Client Experience Operations

• Assist the Client Experience Manager in managing incoming technical inquiries
• Coordinate with Product, Development, and Operations teams to ensure issues are resolved efficiently

Develop Product Expertise

• Build working knowledge of Input 1’s Premium Billing System (PBS) and related services
• Participate in QA testing of new features and enhancements
• Document observations and feedback during product testing

Assist with Client Onboarding

• Support onboarding activities for new clients
• Help clients understand system workflows and best practices
• Assist in tracking and summarizing client requests for custom development or enhancements

What We’re Looking For:

Education

• Bachelor’s degree in Business, Information Systems, Finance, or a related field

Experience

• 3 years of experience in client support, technical support, SaaS support, or operations roles
• Experience working in a B2B software

Technical Skills

• Ability to quickly learn software platforms and technical workflows
• Experience using ticketing systems such as Zendesk, Jira, or Freshdesk is preferred
• Proficiency with Microsoft Office or similar productivity tools

Key Skills

• Strong troubleshooting and problem-solving ability
• Excellent written and verbal communication skills
• Curiosity and desire to learn complex software systems
• Strong organizational skills and attention to detail
• Ability to collaborate effectively with cross-functional teams