Senior Customer Solutions Specialist

Shooster Holdings (SH) is a third-generation, South Florida-based family office that started in 1974 and celebrating over fifty years in business. SH primarily operates in the Answering Service, Virtual Receptionist, Commercial Real Estate, and CCaaS industries. SH has a proven track record of success in growing its portfolio companies through organic growth and strategic acquisitions.

As a third-generation family business, Shooster Holdings is built on a people-first culture centered around long-term relationships with both clients and employees. Many of our team members and clients have been with us for more than 20 years, with nearly 200 employees across offices in Washington, New Jersey, North Carolina, and Florida!

For more than 50 years, Answering Service Care (ASC) has provided trusted live answering and customer communication solutions to thousands of businesses nationwide.

As a third-generation family business, ASC is built on a people-first culture centered on long-term relationships, professional growth, and delivering exceptional service through modern technology.

We are seeking a solutions-driven Senior Customer Solutions Specialist to join our team at ASC's Margate, Florida headquarters.

This is a senior technical and consultative role responsible for analyzing business and client requirements, designing and implementing technology solutions, leading complex implementations and system improvements, and providing technical guidance to clients, management, and internal teams.

The Senior Customer Solutions Specialist exercises independent judgment in evaluating technical and operational challenges, determining appropriate solutions, configuring systems and workflows, and making recommendations that affect client operations and ASC's technology environment.

The role goes beyond routine technical support. Its primary focus is identifying requirements, analyzing available approaches, developing solutions, leading implementations, improving systems and processes, and resolving complex matters requiring independent technical judgment.

Location: In-office at ASC's Margate, FL headquarters

• Consult directly with clients and internal stakeholders to understand business, operational, and technical requirements and translate them into effective technology solutions.
• Analyze existing systems, workflows, integrations, and business processes and independently recommend improvements based on client and organizational requirements.
• Design, configure, document, test, and optimize client solutions within ASC's cloud-based communications platforms.
• Determine functional and technical requirements for call routing, messaging, dispatch workflows, integrations, automation, AI solutions, and other customized client configurations.
• Lead technical implementations, migrations, upgrades, integrations, and special projects from requirements gathering through design, configuration, testing, deployment, and post-launch review.
• Evaluate alternative technical solutions and exercise independent judgment in selecting appropriate configurations, workflows, integrations, and remediation strategies.
• Serve as a senior escalation resource for complex or high-impact technical and client matters requiring analysis beyond established troubleshooting procedures.
• Investigate recurring or complex system issues, perform root-cause analysis, and design long-term corrective solutions.
• Evaluate APIs, webhooks, third-party integrations, automation platforms, AI-powered technologies, and other connected systems for potential use within client and internal workflows.
• Provide technical consultation and recommendations to management, Customer Success, Operations, Sales, IT, clients, vendors, and developers.
• Assess the operational impact of proposed system changes and recommend approaches that improve reliability, scalability, efficiency, and customer experience.
• Coordinate complex technical initiatives across internal departments, outside vendors, developers, and client stakeholders.
• Develop and improve technical standards, system documentation, implementation procedures, SOPs, and knowledge-base resources.
• Identify opportunities to improve company systems, processes, automation, and technology utilization and develop recommendations for implementation.
• Provide technical guidance and mentorship to Help Desk Representatives and other team members.
• Manage assigned projects and complex matters independently,…