Client Support Specialist

Description

At Viticus Group, we are more than just an organization — we are a community of innovators, educators, and professionals dedicated to advancing science, medicine, and education. Based in Las Vegas, we provide hands-on continuing education courses, conferences, and training programs that connect experts from around the world with the latest advancements in research, technology, and practical application.

Our mission is to bridge the gap between cutting-edge science and real-world practice, empowering professionals to take what they learn and apply it in meaningful ways that improve lives, industries, and communities.

Are you someone who loves science, thrives on learning, and gets inspired by innovation? Join us as we teach and share the discoveries that drive progress - because at Viticus Group, education fuels innovation.

The Client Support Specialist reports directly to the Senior Manager of Executive Support and Administration and serves as an advanced client support resource within the organization. This role is responsible for resolving escalated client issues, managing complex registrations and account needs, supporting Academy course administration, and contributing to system accuracy and continuous improvement initiatives.

The Client Support Specialist operates independently with a high level of judgment, providing guidance to Client Support team members and collaborating closely with cross-functional partners, including IT, Accounting, Education, and Operations. This position plays a critical role in ensuring a seamless client experience by identifying issues, escalating as needed, supporting quality assurance efforts, and providing actionable feedback to improve systems, processes, and products.

• High School Diploma or equivalent required.
• Associate or bachelor’s degree in business, communications, information systems, or a related field preferred.

• Minimum of three (3) to five (5) years of experience in client support, customer service, administrative operations, or a related role required.
• Experience handling escalated support requests, working with ticketing or registration systems, performing audits or quality assurance testing, and collaborating with technical teams preferred.
• An equivalent combination of education and experience will be considered.

• Advanced proficiency in Microsoft Word, Excel, PowerPoint, Outlook, and related programs.
• Experience with CRM systems, registration platforms, or ticketing systems preferred.
• Ability to quickly learn and navigate internal databases and systems.
• Strong analytical and diagnostic skills.
• Ability to identify, replicate, and troubleshoot complex product or system issues.

• Advanced written and verbal communication skills, including clear, concise documentation and confident presentation of information.
• Ability to translate complex technical concepts into clear, actionable guidance for both technical and non-technical audiences.
• Strong interpersonal and influencing skills to effectively collaborate with stakeholders across all levels (employees, leadership, vendors, and clients).

• Independently analyze and resolve complex client and system issues using critical thinking and sound judgment.
• Identify, replicate, and troubleshoot issues to determine root causes and implement effective solutions.
• Evaluate and prioritize escalated requests, determining when to resolve, elevate, or involve cross-functional partners.
• Identify trends and recurring issues; recommend and contribute to process and system improvements.

• Demonstrated ability to collaborate…