Client Support Specialist

Level
:
Individual Contributor
Location
:
Remote
Notes
:
Recruiter outreach won’t be acknowledged

Perspecta is a leading provider of physician directory and provider data management solutions serving workers’ compensation, government, and commercial healthcare organizations. Our SaaS solutions help clients improve provider data accuracy, enhance the user experience, and more effectively manage their provider networks.

Perspecta is seeking a proactive, client-focused Client Support Specialist to provide day-to-day support to our clients, with a particular focus on the Workers’ Compensation market.

This role serves as a key point of contact for client questions and issues, troubleshooting product and data-related concerns and coordinating with internal teams when needed. The Client Support Specialist is responsible for owning issues through resolution and ensuring clients receive timely, accurate, and responsive support.

• Serve as a primary day-to-day contact for assigned client questions, issues, and support needs.
• Troubleshoot products, platform, data, and service-related issues and identify appropriate solutions.
• Resolve issues directly when possible and coordinate with Product, Engineering, Data, or Operations when additional support is required.
• Own client issues from initial inquiry through resolution, providing timely follow-up and clear status updates.
• Create and manage Azure Dev Ops tickets, clearly documenting the issue, client impact, priority, troubleshooting performed, and next steps.
• Monitor open and escalated issues to ensure they continue to progress toward resolution.
• Assist clients with product functionality, features, and general platform questions.
• Support client implementation, reporting, training and product demonstrations as needed.
• Establish strong and collaborative relationships with the sales team to ensure client expectations are met.
• Act as the conduent between sales, operations, product, and IT to support the clients current and future state needs.
• Identify recurring issues and client feedback and share trends internally to support product and service improvements.
• Monitor client activities and performance reporting to proactively communicate potential concerns or highlight trends that could enhance the partnership.
• Stay current on product releases, enhancements, and known issues.
• Meet established response, resolution, and client SLA expectations.

• Bachelor’s degree or equivalent relevant experience.
• 2–4 years of client support, customer service, or related experience, preferably within SaaS, technology, healthcare technology, or a data-driven environment.
• Strong problem-solving and troubleshooting skills.
• Excellent written and verbal communication skills with the ability to communicate technical or data-related issues clearly to clients.
• Strong organizational skills, attention to detail, and follow-through.
• Ability to manage multiple client needs and priorities in a fast-paced environment.
• Comfortable working collaboratively with both technical and non-technical teams.

• Experience working in the Workers’ Compensation industry.