Note: The job is a remote job and is open to candidates in USA. Nesco Resource is hiring Technical Client Operations Specialists to support customers using a SaaS platform. The role manages approximately 10–15 client organizations, supporting software implementation, database and data-related issues, virtual training, platform adoption, and customer success while coordinating with internal technical teams.
Responsibilities
- Help new customers through software implementation and onboarding to ensure a smooth transition onto the platform
- Assist clients with **database and data-related questions**, including investigating problems, reviewing information, troubleshooting issues, and coordinating technical resolutions when necessary
- Lead virtual training sessions that help customers better understand system functionality, workflows, and available features
- Regularly connect with assigned customers to understand how they are using the software instead of relying solely on incoming support requests
- Identify situations where customers are underutilizing the platform and work with them to understand the reason behind low adoption
- Provide practical recommendations that help clients improve software usage, engagement, and overall workflow efficiency
- Coordinate with internal Product, Engineering, Operations, or other technical teams when customer issues require additional expertise
- Maintain regular communication with customers and provide clear follow-up on open questions, problems, or implementation items
- Manage ongoing relationships with approximately **10–15 client organizations** at a time
- Track customer feedback, recurring technical issues, training opportunities, adoption trends, and other themes that may improve the client experience
- Help build a proactive support environment focused on preventing problems and improving customer success rather than simply responding to tickets
Skills
- Previous experience in technical operations, SaaS implementation, technical support, customer success, client services, or client-facing software support
- Experience working directly with customers and solving problems in a virtual environment
- Background supporting software implementations, onboarding customers, or assisting clients after a system has gone live
- Comfortable troubleshooting technical software issues and determining when additional internal resources need to become involved
- Experience supporting database or data-related client issues
- Ability to teach users how to work within a software platform and explain technical concepts without making them unnecessarily complicated
- Experience helping customers improve software usage, adoption, or engagement
- Strong communication and follow-up skills with the ability to manage several client relationships simultaneously
- A proactive approach to customer support — someone who will identify potential problems and reach out rather than waiting for the customer to ask for help
- Background working within fintech, banking technology, lending technology, or financial services software
- Familiarity with Loan Origination Systems (LOS) or related lending and banking platforms
- Experience with technologies or platforms similar to Abrigo, Baker Hill, Moody's, or nCino
- Previous experience supporting customers within a SaaS environment
- Experience analyzing customer usage patterns and developing strategies to improve adoption
- Experience helping clients improve workflows, platform engagement, or operational efficiency
Benefits
- MEC (Minimum Essential Coverage) plan
- Medical coverage
- Vision coverage
- Dental coverage
- 401K
- EAP (Employee Assistance Program) services
- Fully remote position with no specific time-zone requirement
Company Overview