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We are seeking a dedicated and customer-focused Client Support Representative to join our team. In this role, you will serve as the first point of contact for clients, providing assistance, resolving inquiries, and ensuring a positive customer experience. The ideal candidate has strong communication skills, a problem-solving mindset, and the ability to build lasting client relationships.

Responsibilities:

• Serve as the primary contact for client inquiries via phone, email, or chat
• Provide accurate information about products, services, and policies
• Resolve client issues promptly and escalate complex matters to the appropriate department when needed
• Maintain detailed and accurate client records in CRM systems
• Follow up with clients to ensure satisfaction and successful resolution of concerns
• Collaborate with internal teams to deliver effective client support
• Assist in onboarding new clients and providing training or guidance as needed
• Meet or exceed service performance metrics and quality standards

Qualifications:

• High school diploma or equivalent; associate or bachelor’s degree preferred
• Previous experience in customer service, client relations, or support role
• Strong verbal and written communication skills
• Proficiency with Microsoft Office Suite and CRM software (Salesforce, HubSpot, or similar)
• Ability to multitask, prioritize, and manage time effectively
• Problem-solving mindset with strong attention to detail
• Ability to remain professional and empathetic in challenging situations

Benefits:

• Competitive salary and performance incentives
• Health, dental, and vision insurance
• Retirement savings plan with employer contribution
• Paid time off, holidays, and sick leave
• Opportunities for career advancement and professional development
• Supportive and collaborative work environment

Who We Are:

TrustedTech is a leading Microsoft Cloud Solution Provider (CSP) specializing in Microsoft Cloud services, Microsoft perpetual licensing, and Microsoft Support Services for medium and enterprise-sized businesses. Our robust team of in-house, U.S-based Microsoft architects and engineers are certified in all 6/6 Microsoft Solutions Partner Designations in the Microsoft Cloud Partner Program.

Prioritizing a people-centric mission, TrustedTech has transformed the Microsoft software licensing experience, giving IT professionals complete confidence in the success of their Microsoft investment.

Overview:

We are seeking a Client Support Technician who will play a critical role in delivering exceptional customer experiences by supporting clients across our product and service portfolio. This individual will serve as a trusted resource, helping customers navigate technical challenges, resolve issues efficiently, and gain full value from our offerings.

Working in close collaboration with fellow support technicians, you will address complex software issues, manage high volumes of customer interactions, and ensure that every client receives prompt, accurate, and courteous assistance. Your ability to combine technical expertise with outstanding communication and problem-solving skills will be key to success in this role.

Responsibilities:

Customer Support & Issue Resolution:

• Respond promptly and professionally to live chats, phone calls, and emails to resolve customer inquiries and issues.
• Troubleshoot and diagnose software or system-related problems with precision and efficiency.
• Escalate unresolved issues appropriately to ensure timely resolution and customer satisfaction.

Order & Process Management:

• Accurately process customer orders and ensure all details are documented and fulfilled correctly.
• Coordinate and schedule product shipments to meet customer requirements and delivery expectations.
• Identify potential sales opportunities during client interactions and collaborate with the sales team to ensure follow-up.

Communication & Collaboration:

• Direct incoming calls, chats, and emails to the proper channels, ensuring seamless communication across teams.
• Collaborate with internal departments to enhance overall service quality and customer experience.
• Maintain thorough and organized documentation of client interactions, solutions, and follow-ups.

General Support & Administrative Tasks:

• Assist with miscellaneous departmental responsibilities and ad hoc projects as assigned.
• Perform data entry, order validation, and other administrative duties as needed.

Required Skills & Qualifications (must-haves):

• High school diploma or GED required.
• Microsoft Certification(s) (must be obtained within 90 days of employment if not already held).
• Intermediate proficiency in Windows operating systems , including installation, activation, and basic troubleshooting.
• Exceptional customer service, communication, and active listening skills.
• Typing proficiency of at least 50 WPM with 90% accuracy (typing assessment required).
• Minimum of 1 year of experience in technical customer service, ideally in a client-facing environment involving Windows or macOS systems.
• Strong problem-solving skills, patience, and emotional intelligence when handling diverse customer needs.
• Ability to thrive in both team-oriented and independent work environments.
• Flexibility to work evenings, weekends, and holidays as needed (bonus compensation provided for non-standard hours).

Preferred Skills & Qualifications (nice-to-haves):

• Advanced or additional Microsoft Certifications.
• Knowledge of macros or automation tools.
• Experience with PC building, hardware configuration, or Microsoft OS licensing.
• Familiarity with Shopify or similar platforms.
• Previous experience in a helpdesk or technical support role.

Working Environment:

• Monday – Friday (onsite)
• 6:00 a.m. to 3:00 p.m. PT

Benefits:

100% HMO Healthcare Coverage (CA employees only)

PPO Healthcare Coverage

Vision and Dental Insurance

401(k) plan with a 4% match by TT

PTO + sick pay + paid holidays

Pet Insurance

Paid Parental Leave

Microsoft Reimbursement Program

Compendation Range: $65K - $70K (DOE)

*TrustedTech is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, age, national origin, veteran status, disability, sexual orientation/gender identity, or any other characteristic protected by applicable law.*

About Specialist Direct

Join a team saving lives through innovative telehealth—be the bridge between our specialists and clients, making a real difference!

Specialist Direct (SDI) is a rapidly growing healthcare technology company. The company’s telehealth solutions provide real-time access to its national network of top medical specialists to deliver superior patient outcomes. SDI is the leader in providing diagnostic, cloud-based solutions that have been proven to save lives within the organ transplant segment.

The Role – Client Support Representative

As a Client Support Representative at Specialist Direct, you play a vital role in connecting our cutting-edge healthcare technology solutions and specialists with the needs of our clients. You anticipate potential issues, understand the specific requirements of each client, and represent our dedication to excellent service.

Responsibilities

• Deliver industry-leading client service at every touchpoint.
• Acquire in-depth knowledge of Specialist Direct's telehealth portfolio and become the go-to expert for any related queries.
• Facilitate client services and monitor requests to completion with attention to detail.
• Conduct remote training and troubleshooting with users, ensuring that users navigate our technology with confidence.
• Must be available for an 8-hour shift between 3PM and 12AM PT, five days a week with weekends included. Ability to work in a hybrid format between our El Segundo office and home.
• Expected hours: 40 per week
• Three-week paid onsite training required at our El Segundo, CA headquarters.

Requirements

• Strong verbal and written communication skills.
• 4+ years of experience in client support, with a strong focus on technology-driven services.
• 4+ years of experience in customer service, demonstrating excellent communication skills.
• Experienced in using different CRM platforms.
• Genuine passion for engagement with others, whether it's with clients or colleagues.
• A client-first approach, emphasizing proactive problem-solving and relationship building.
• Capacity to handle time sensitive situations and make decisions that prioritize client needs.
• High comfort level with technology and rapid adaptability to new software and tools.
• Must reside within 60 minutes of El Segundo, CA.
• Must have reliable transportation.

Benefits & Perks

• Competitive compensation package, including exempt salary and comprehensive benefits
• Substantial opportunities for professional growth and advancement
• 401(k) retirement plan
• Health, dental, vision insurance
• Paid time off (PTO)

Required Education

• Bachelor’s degree completed or actively in progress.