Client Support Specialist

Summary

Join Aperia Solutions, a leader in SaaS solutions for the Payments and Compliance industries. Aperia is a Texas-based fintech and managed consultancy firm that creates custom SaaS applications and other software-based solutions for the payments, banking, and processing industry. Founded in 1999, Aperia offers business intelligence, risk management, compliance, and customer intelligence platforms. With offices in Dallas, Washington DC, and Vietnam, Aperia is a fast-paced, global organization that strives to improve efficiency in compliance, risk, and customer service operations. Aperia’s clients include banks, processors, payment facilitators, merchant service providers, independent sales organizations, and government entities. A career at Aperia promises a great challenge, culture, and opportunities to forge your own path. 

Job Description

At Aperia, we rely on a dynamic team of client support specialists. We are seeking a client support specialist who is ready to work with innovative technologies in a forward-thinking organization that is always pushing boundaries. You must be empathetic, patient, and adept at problem-solving.  You must have confidence and share the passion for innovation and making a difference for clients we serve. The ideal candidate has experience in external client-facing roles, fostering client relationships, understanding client needs and delivering value. 

Core Responsibilities

• Build and maintain strong client relationships: Cultivate enduring connections with clients to foster trust and loyalty. 
• Provide expert guidance and support: Deliver professional consultation and education on Aperia software products to ensure clients maximize their benefits. 
• Documentation: Maintain detailed records of client interactions and transactions.  Document client complaints and the actions taken to resolve them. 
• Problem resolution: Proactively troubleshoot and resolve client issues and technical challenges to maintain a seamless experience. Escalate complex issues to appropriate departments as needed.  Follow up with clients to ensure their issues are resolved. 
• Collaborate across teams: Collaborate with internal teams to address and resolve client issues efficiently. Participate in client meetings and trainings. 
• Product knowledge: Stay up to date with product information, company policies, and procedures. Provide accurate and comprehensive information on our product to clients

Functional Responsibilities

• Must be able to communicate effectively with diverse types of customers, employees and with various management levels within the company as well as vendor organizations to identify and resolve systems, network, software application and customer service issues.  
• Must be able to prepare, write, read, and demonstrate effective communications language skills. 
• Impeccable attention to detail and an eager willingness to learn. 

Technical Skills

• Understanding of the SDLC and Agile methodologies 
  • SAFe methodology is a plus 
• Knowledge of Office 365 including SharePoint 
• Problem solving skills
• Communication skills with external and internal teams 

Things that will separate you from the rest

• Exceptional Communication Skills
• Proactive Approach
• Customer-centric Mindset

Eligibility Requirements

• Must be willing to submit to a background investigation and drug test as part of the selection process.

Job Type

• Full-Time

Schedule

• Monday to Friday 

Work Location 

• Dallas, TX (Hybrid remote)

Benefits

• Health insurance 
• Health savings account
• Dental insurance
• Vision insurance
• 401(k) matching
• Life insurance
• Paid time off
• Parental leave
• Disability insurance
• Childcare assistance
• Education reimbursement
• Fitness membership
• Volunteer time off

This job description is not intended to be all-inclusive. An employee may also perform other reasonable related business duties as assigned by their immediate supervisor or management. Principals only.

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