Client Support Representative Tier 1 at TMA Systems

, , United States -

Full Time

Start Date

Immediate

Expiry Date

11 Aug, 26

Salary

0.0

Posted On

13 May, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Client Support, Technical Troubleshooting, Case Management, CRM Software, MS Office, Analytical Thinking, Written Communication, Oral Communication, Listening Skills, Relationship Management, Problem Solving, Client Retention

Industry

Software Development

Description

Job Title: Client Support Representative – Tier 1 Reports to: Team Lead Support SUMMARY Provide world-class client support via phone and email for various TMA Systems products. Achieve expert knowledge in assigned products we offer in order to provide excellent support to our clients. ESSENTIAL DUTIES AND RESPONSBILITIES * Delivers world-class Client Support via phone and email to drive client retention. * Answers incoming client requests in a fast-paced environment. * Identifies and resolves non-routine technical problems for specific product lines by following troubleshooting procedures to meet daily support requirements. * Professionally document issues for resolution. * Escalate complex issues to Tier 2 when needed, with clear context * Develops and maintains advanced troubleshooting skills using industry standard or company trained methodologies * Demonstrates a “client first” mentality and willingness to go above and beyond to exceed customer expectations. * Maintain ownership of each case, ensuring follow-up and resolution SUPERVISORY/MANAGEMENT AUTHORITY No supervisory/management authority. EDUCATION AND EXPERIENCE Bachelor’s degree and 2+ years of client service experience. KNOWLEDGE, SKILLS & ABILITIES * Working knowledge of the internet and web browsers such as Chrome, Safari, Microsoft Edge and Firefox. * Working knowledge of MS Office suite of products such as MS Excel, MS Word, and MS PowerPoint. * Working knowledge of Microsoft CRM, Microsoft 365, Apple iPad, Android tablet, iPhone * Knowledge of CMMS is a plus * Ability to perform with high energy and enthusiasm. * Ability to work independently while contributing to a highly collaborative remote team * Ability to maintain the highest level of professionalism, confidence and integrity while directly dealing with internal and external customers * Works well in a team environment and interacts well with all levels of the organization. * Proven ability to develop and maintain strong client relationships. * Ability to take initiative for self-development and exhibits patience in learning new processes. * Excellent written, oral and listening communication skills. * Ability to think analytically to identify issues as well as solutions to problems. * Ability to complete all assigned duties with limited supervision and understands when to properly escalate cross-departmentally or to management. * Ability to quickly learn, adapt to new information and understand company concepts in a timely manner. * Effectively communicate with members of your team and department to constantly drive issues toward resolution WORK ENVIRONMENT Work can be performed in a remote setting. The Company: TMA Systems (TMA) is a technology company located in Tulsa, Oklahoma. For more than 35 years, TMA has been transforming organizations by providing facility professionals with the most technologically advanced Maintenance Management solutions available. Facil-IT joined the TMA Systems family in 2025. The Facil-IT platform brings proven strengths in supporting complex outsourced, hybrid, and direct service delivery models with configurable workflows tailored to each customer and facility type. Founded in 2011, the platform has become a trusted system of record for service providers, offering deep vendor management, compliance tracking, and integrations that give customers a seamless ecosystem for running their business effectively. TMA Systems is a global organization with over 3,000 clients that has developed industry-leading solutions based on what our clients need to be successful. How do we achieve this? We solicit our clients and take the time to understand how our products are used in their business; coupled with a culture that produces world-class people with a client-service mindset. At TMA we realize that success is only possible with team members that share our passion for excellence. Why work at TMA Systems? * Competitive compensation plan. * 401(K) Contribution. * Employer paid benefits: health, dental and vision. * Professional development plans. * Career progression/internal mobility opportunities. * Inclusive work environment. * Volunteering opportunities. * Company/team building events. Equal Employment Opportunity has been, and will continue to be, a fundamental principle at TMA, where employment is based upon personal capabilities and qualifications without discrimination because of race, color, religion, sex, age, national origin, disability, or any other prote

Responsibilities

Provide world-class technical support via phone and email to resolve client issues and drive retention. Document technical problems and escalate complex cases to Tier 2 support with clear context.