Client Experience Associate (Software Technical Support)

Job DetailsJob Location: Westlake Village, CA 91362Salary Range: $33.00 - $37.00 HourlyInput 1 is looking for a Client Experience Associate who enjoys solving problems, learning complex software systems, and helping clients succeed. In this role, you will work directly with our clients to troubleshoot technical questions related to our Premium Billing System (PBS) and ensure that support requests are handled quickly and effectively.

This position is a great opportunity for someone who wants to build deeper expertise in B2B SaaS products while developing strong technical troubleshooting and client communication skills.

You will start by helping manage incoming support tickets, investigating client questions, and coordinating with internal teams. As your knowledge of PBS grows, you will begin independently resolving technical support issues and assisting with onboarding new clients.

 

What You’ll Do:

 

Provide Technical Support


Respond to client support inquiries related to PBS functionality, workflows, configurations, and system behavior
Investigate and troubleshoot client-reported issues by analyzing system behavior and reproducing issues when possible
Resolve low to medium complexity technical support cases directly with clients
Clearly communicate solutions, workarounds, and product guidance
Escalate complex issues to Product or Engineering teams with proper documentation


Manage Support Tickets


Monitor and triage incoming support tickets to ensure timely response and prioritization
Follow up on open tickets awaiting client responses or internal investigation
Document troubleshooting steps and resolutions within the ticketing system


Support Client Experience Operations


Assist the Client Experience Manager in managing incoming technical inquiries
Coordinate with Product, Development, and Operations teams to ensure issues are resolved efficiently


Develop Product Expertise


Build working knowledge of Input 1’s Premium Billing System (PBS) and related services
Participate in QA testing of new features and enhancements
Document observations and feedback during product testing


Assist with Client Onboarding


Support onboarding activities for new clients
Help clients understand system workflows and best practices
Assist in tracking and summarizing client requests for custom development or enhancements

QualificationsWhat We’re Looking For:

 

Education


Bachelor’s degree in Business, Information Systems, Finance, or a related field


Experience


3 years of experience in client support, technical support, SaaS support, or operations roles
Experience working in a B2B software


Technical Skills


Ability to quickly learn software platforms and technical workflows
Experience using ticketing systems such as Zendesk, Jira, or Freshdesk is preferred
Proficiency with Microsoft Office or similar productivity tools


Key Skills


Strong troubleshooting and problem-solving ability
Excellent written and verbal communication skills
Curiosity and desire to learn complex software systems
Strong organizational skills and attention to detail
Ability to collaborate effectively with cross-functional teams