Client Solution Technician (Franklin, TN, US, 37067)

Welcome to Love's! The Client Solution Technician supports carriers and merchants using the in-house platform by resolving escalated customer issues and supporting ongoing product adoption. This role applies established processes while exercising judgment to address moderately complex issues. The technician works closely with internal teams and customers to ensure effective platform utilization, customer satisfaction, and continuous improvement of the customer experience.

Job Functions:

• Resolve escalated or moderately complex customer issues using established processes and troubleshooting techniques
• Support customer onboarding, training, and product adoption
• Monitor customer activity and identify risks, escalating when appropriate
• Partner with internal teams to address customer needs
• Manage and prioritize customer inquiries
• Provide guidance on platform functionality and best practices
• Support customer business reviews
• Identify opportunities to improve the customer experience
• Maintain documentation of customer interactions
• Troubleshoot issues and assist with enhancements
• Support broader team initiatives

Experience and Qualifications:

• Bachelor's degree preferred or equivalent experience
• 2-4 years of experience in customer support, account management, or related field

Skills:

• Hard Skills

• • Ability to troubleshoot moderately complex issues

• Working knowledge of customer support practices

• Strong analytical skills

• Experience with CRM or support platforms

• Knowledge of transportation or fleet operations (preferred)

• Soft Skills

• • Strong communication skills

• Relationship-building ability

• Organizational and time management skills

• Attention to detail

• Customer-focused mindset

• Ability to manage multiple priorities

Work Environment:

• Prolonged sitting, some bending and stooping

• Eye strain (screen use)

• Manual dexterity sufficient to operate a computer keyboard

• Occasional lifting of up to 25 pounds

• Requires normal hearing and vision

• Additional hours may be necessary