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Client Support Specialist - (HR91096)

Location: Remote

Salary Range: 1500 - 2300 USD/month (plus portal-migration performance bonus)

Work Schedule: Monday to Friday, 8:00 AM – 4:00 PM (EST)

NOTE: INDEPENDENT CONTRACTOR POSITION

About the Company:

Sagan represents a technology-driven property management solutions provider dedicated to streamlining operations for property managers, residents, and service partners. The organization prioritizes responsive client support, seamless platform onboarding, and clear policy enforcement to maintain operational standards across its software and service ecosystem.

Position Overview:

The Client Support Specialist is responsible for delivering timely client assistance, guiding users through software platform migrations, and upholding company policies with professionalism and poise. This role manages multi-channel support queues, audits account databases, and collaborates with internal teams to drive active client onboarding while maintaining strict SLA standards.

Key Responsibilities:

• Manage and resolve incoming support requests via tickets, chat, and email within a 24-hour SLA.
• Guide clients through active software portal migrations, providing clear onboarding, training, and step-by-step technical guidance.
• Handle customer escalations and policy pushback (such as courtesy release requests and towing enforcement guidelines) with firm, professional communication.
• Perform database audits and maintain accurate client records to ensure platform data integrity.
• Execute delegated ad-hoc sales and administrative support tasks within a 48-hour response window.
• Track recurring client issues, ticket trends, and software migration roadblocks to recommend operational improvements.
• Collaborate with internal operations and leadership to escalate complex account issues effectively.

Qualifications:

• 2+ years of experience in client support, account management, or technical helpdesk roles.
• Proven experience handling client escalations, policy enforcement, or conflict resolution with diplomacy and firmness.
• Demonstrated ability to guide non-technical users through software onboarding or platform migration processes.
• Experience working within ticketing systems, CRM tools, and cloud-based communication platforms.
• Excellent written and verbal English communication skills with strong active listening abilities.
• High level of organizational skill, detail orientation, and ability to manage competing priorities under tight SLAs.
• Comfortable working independently in a fully remote environment during US business hours.

Nice to Have:

• Experience in property management, real estate software, or parking/towing enforcement workflows.
• Prior experience managing customer queues across phone, email, and live chat simultaneously.
• Background in data auditing or CRM database hygiene.