Department: Client Support

Reports to: Client Support Manager

Department Growth Path: Client Support Specialist II

Job Summary

The Client Support Specialist I serves as the first point of contact for our clients, providing frontline support to resolve routine technical issues and escalate more complex ones. This role is responsible for expert problem identification, analysis, and appropriate troubleshooting, ensuring accurate ticket logging and timely escalation when necessary. Requests are received via email, ticketing system, or telephone, and the Client Support Specialist I consistently delivers exceptional customer service. They maintain professional communication, ensuring customer satisfaction while working collaboratively with technical staff and end users. An ideal candidate is self-motivated, can work with minimal supervision, and excels at troubleshooting basic IT issues. This position primarily functions in-office.

Essential Functions

•  Respond to incoming support requests via phone, email, or tickets.
•  Troubleshoot basic networking components and software issues.
•  Document incidents and resolutions in the ticketing system.
•  Escalate unresolved issues to Level 2 support.
•  Provide basic user training on software and hardware usage.
•  Follow pre-defined procedures and workflows for handling tickets.
•  Document all work done in Autotask (and cross-ticket when applicable).
•  Appropriately escalate issues beyond their scope.
•  Maintain appropriate internal documentation

Qualifications

•  Strong communication and customer service skills.
•  Basic understanding of operating systems (Windows, macOS, Linux).
•  Familiarity with common applications (Office Suite, email clients).
•  Knowledge of networking components (Switches, firewalls, gateways)
•  Basic problem-solving abilities.
•  0-1 year of IT support or customer service experience.
•  Associate's degree in computer science or equivalent work experience (preferred)

Atomic Data provides equal employment opportunities to all employees and applicants for employment in accordance with all applicable laws, directives, and regulations of federal, state, and local governing bodies or agencies. Our organization will not discriminate against or harass any employee based on actual or perceived race, color, creed, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, familial status, veteran status, sexual orientation, gender identity, genetic information, status regarding public assistance, membership or activity in a local human rights commission activity, or any other characteristic protected by applicable federal, state, or local laws. Atomic Data will take affirmative steps to ensure that all our employment practices are free of discrimination. Such employment practices include, but are not limited to, the following: hiring, promotion, demotion, transfer, recruitment or recruitment advertising, selection, layoff, disciplinary action, termination, rates of pay or other forms of compensation, and selection for training, including apprenticeship. We will provide reasonable accommodation to applicants and employees with disabilities whenever possible. In addition, all employees are expected to perform their essential functions in a manner that supports equal employment opportunities.

Any employee or applicant for employment who believes they have been treated in a way that violates this policy should contact Human Resources. Human Resources will take immediate action to investigate and address allegations of discrimination or harassment confidentially and promptly.