Client Delivery and Support Specialist

eMASON, Inc. dba ClarifireClearwater, FL, US

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Job Description

Client Delivery and Support Specialist

Overview

At Clarifire, we empower businesses through intelligent automation. As a Client Delivery and Support Specialist, you will be at the heart of delivering innovation solutions that help our clients achieve operational excellence using the CLARIFIRE® application. You will work closely with the Client Delivery Managers and cross-functional teams to ensure client satisfaction, support application functionality, and enable process improvements. The Client Delivery and Support Specialist works to understand the needs of the Client's business and to assist with providing solutions in a prompt, accurate, and professional manner. With a commitment to continued improvement, team members utilize education, experience, resources, and communication as vehicles to achieve brighter automation solutions for our clients in a manner that further facilitates the organizational objectives of Clarifire.

Primary Responsibilities :

Acquire a deep understanding of the CLARIFIRE® application and client business processes.
Diagnose and resolve client support issues including user access, password resets, data connectivity, training requests, and workflow troubleshooting
Investigate root causes through SQL queries, workflow reviews, and analysis against regulatory standards.
Monitor and report on service-level agreements (SLAs), open tickets, and delivery status.
Escalate and follow up on technical issues with Application Support, Business, and Development teams.
Document and track all client requests, identifying trends and suggesting system enhancements.
Maintain up-to-date information in the CLARIFIRE ticketing system.
Collaborate with SMEs and senior team members to update documentation for user support, training, policy, procedures, workflow, release materials, and other documentation as required.
Conduct standard internal and external training sessions for the CLARIFIRE application.
Manage the CLARIFIRE User Audit process in collaboration with the Risk and Compliance team.
Assist Quality Assurance team with client requirement testing.

Qualifications

Initiative-taking and eager to learn new applications, with strong commitment to continuous professional development.

Effective in managing multiple tasks and deadlines in high-pressure environments.

Skilled in setting priorities and working independently to achieve goals.

Proficient in gathering and clarifying incomplete or ambiguous information from stakeholders.

Exceptional written and verbal communication skills, capable of building trust with internal teams and external clients.

Solid working knowledge of project and business analysis principles, with demonstrated ability to identify issues and communicate effective solutions.

Proven experience in scoping, planning, and managing tasks effectively.

Requirements :

Bachelor's Degree or equivalent combination of education and experience.

Minimum of 2 years of experience in a Support, Client Success, or Customer Satisfaction role within a technology-driven environment.

Proficiency in Microsoft Suite (Excel, Word, Outlook, PowerPoint).

Basic understanding of SQL preferred.

Experience with workflow and process automation tools a plus.

Mortgage Servicing knowledge desirable.

Clarifire is an Equal Opportunity Employer

Background Check Policy and Procedure

All offers of employment at Clarifire are contingent upon clear results of a thorough background check. Background checks will be conducted on all final candidates and on all employees who are promoted, as deemed necessary.

Background checks will include :

Social Security Verification : validates the applicant's Social Security number, date of birth and former addresses.

Prior Employment Verification : confirms applicant's employment with the listed companies, including dates of employment, position held and additional information available pertaining to performance rating, reason for departure and eligibility for rehire. This verification will be run on the past two employers or the previous five years, whichever comes first.

Personal and Professional References : calls will be placed to individuals listed as references by the applicant.

Educational Verification : confirms the applicant's claimed educational institution, including the years attended and the degree / diploma received.

Criminal History : includes review of criminal convictions and probation. The following factors will be considered for applicants with a criminal history :

The nature of the crime and its relationship to the position.

The time since the conviction.

The number (if more than one) of convictions.

Whether hiring, transferring or promoting the applicant would pose an unreasonable risk to the business, its employees or its customers and vendors.

The following additional background searches will be required if applicable to the position :

Credit History : confirms candidate's credit history. This search will be run for positions that involve management of [Company Name] funds and / or handling of cash or credit cards.

Procedure

Final candidates must complete a background check authorization form and return it to Human Resources. At the time an offer of employment is made, and accepted, Clarifire will provide the routine background notice and forms to be completed.

Human Resources will order the background check upon receipt of the signed release form, and an employment screening service will conduct the checks. A designated HR representative will review all results.

The HR representative will notify the hiring manager regarding the results of the check. In instances where negative or incomplete information is obtained, the appropriate executive management contact and the Human Resources Consultant will assess the potential risks and liabilities related to the job's requirements and determine whether the individual should be hired. If a decision not to hire or promote a candidate is made based on the results of a background check, there may be certain additional Fair Credit Reporting Act (FCRA) requirements that will be handled by Human Resources in conjunction with the employment screening service (if applicable).

Background check information will be maintained in a file separate from employees' personnel files for a minimum of five years.

Clarifire reserves the right to modify this policy at any time without notice.

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Client Support Specialist • Clearwater, FL, US