Client Support Representative (CSR)

Summary

The Client Support Representative is responsible for delivering timely, professional, and high-quality support to Smartwebs clients across iOS, Android, and browser-based platforms. This role ensures customer satisfaction through efficient ticket resolution, clear communication, and a commitment to improving the overall client experience.

Job Description

We are seeking a client-focused, detail-oriented Customer Support Representative to join our Support team. The ideal candidate will be skilled at troubleshooting technical issues, guiding customers through solutions, and collaborating cross-functionally to ensure a seamless customer experience.

Key Responsibilities

● Client Support – Provide timely and professional assistance via ticket queues, phone, email, or chat for iOS, Android, and PC/browser-based platforms.

● Technical Troubleshooting – Assist customers with basic software configurations, installations, and remote troubleshooting for Smartwebs HOA management and accounting software.

● Collaboration & Escalation – Work with management and development teams to improve products and processes, escalating complex issues when necessary.

● Ownership of Experience – Take full responsibility for the customer journey, ensuring timely resolutions and proactive follow-up.

● Documentation – Accurately record and track customer issues and resolutions in the ticketing system.

● Service-Level Compliance – Meet or exceed SLA response and resolution times for assigned ticket tiers and categories.

● Process Improvement – Identify opportunities to enhance customer support workflows and contribute to knowledge base updates.

● Administrative Support – Perform other administrative duties as assigned.

Qualifications & Skills

● Experience – Minimum 2 years in Client Success or Support in a Tech or SaaS environment.

● Core Competencies – Empathy, teamwork, ownership, and a strong focus on clients, colleagues, and business partners.

● Technical Proficiency – Skilled in multiple web browsers, Outlook, Dropbox, Google Workspace apps, MS Word, and Excel.

● Problem-Solving – Strong critical thinking skills and the ability to resolve issues quickly under pressure.

● Communication – Excellent written and verbal communication skills.

● Work Style – Self-motivated, able to prioritize effectively, and thrive in a fast-paced software development environment.

Preferred Skills

● Associate's degree or higher in Business Administration, Accounting, Information Technology, or a related field.

● Basic understanding of bookkeeping principles and familiarity with accounting software such as QuickBooks.

● Experience with Android, iOS, remote desktop applications, and help desk software.

● Prior experience in the HOA management industry or bookkeeping.

KPIs

● SLA Achievement – Timely processing and resolution of ticket queues per Tier/Category SLA.

● CSAT Score – Soft metric that gauges customer satisfaction with the support experience through surveys.

Compensation

● Competitive fixed salary plus performance-based merit increase opportunity following annual reviews.

Why Join Us?

● Opportunity to make a direct impact on customer satisfaction and retention.

● Supportive and collaborative team environment.

● Comprehensive benefits package.

● Career growth potential within a fast-evolving SaaS company.

If you’re passionate about delivering outstanding customer service and solving problems with a positive attitude, we’d love to hear from you!

Pay: $50,000.00 - $60,000.00 per year

Experience:

• Customer support: 2 years (Required)
• Technical support: 1 year (Required)

Work Location: In person