Customer Support Specialist

2 Months ago • 2-4 Years • Customer Service

Job Summary

Job Description

The Customer Support Specialist will handle Tier 1 support and client relationships by answering support calls, resolving issues, and ensuring client satisfaction. They will work closely with the Customer Success and ProdOps teams to resolve issues quickly. Key responsibilities include providing information to customers, gathering and analyzing information to determine issues, diagnosing and resolving technical and software issues, researching information, following procedures, identifying and escalating priority issues, and recording call transactions. The ideal candidate will possess excellent customer service and communication skills, with a passion for helping people and the ability to handle pressure. They will also interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
Must have:
  • 2-4 years of phone-based Software Application Support experience
  • Excellent communication skills with internal stakeholders
  • Proven problem-solving skills and technical aptitude
  • Working knowledge of Windows OS and other major operating systems
  • Superb communication and customer handling skills
  • Fluent in English and Spanish
Good to have:
  • Knowledge in ESG
Perks:
  • Creativity is ingrained in our culture
  • Flexible work environment
  • Global days of service
  • Comprehensive health benefits
  • Meeting free days
  • Generous time off policy
  • Wellness programs

Job Details

About Us

Diligent is the global leader in modern governance, providing SaaS solutions across governance, risk, compliance, audit and ESG. Empowering more than 1 million users and 700,000 board members and leaders with a holistic view of their organization’s GRC practices so they can make better decisions, faster. No matter the challenge.

At Diligent, you are an agent of positive change. You are joining a team of passionate, smart, creative people who not only want to help build the software company of the future, but who want to make the world a more sustainable, equitable and better place. Be a part of a global community on a mission to make a real impact.

Learn more at diligent.com.

 

Position Overview: 

We are seeking a Customer Support Specialist to handle Tier 1 support and client relationships by answering Support calls from our clients, resolving issues and ensuring all appropriate follow up to confirm complete client satisfaction. Our support team works closely with both our Customer Success Team and our ProdOps team to ensure speedy resolution of all issues, and you must be extremely proficient in articulating with both technical and non-technical staff and users.

The primary attribute we are looking for is excellent customer service with superb communication skills who has a passion for helping people and who is unflappable under pressure. You will have a commitment to offer the best customer service possible and the self-confidence to work with senior executives across the globe.

Key Responsibilities: Shift timings (7 pm IST to 4 pm IST)

  • Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
  • Gather customer’s information and determine the issue by evaluating and analyzing the symptoms.
  • Diagnose and resolve technical and software issues involving internet connectivity, login problems and more.
  • Research required information using available resources.
  • Follow standard processes and procedures.
  • Identify and escalate priority issues per Client specifications.
  • Redirect problems to appropriate resource.
  • Accurately process and record call transactions using a computer and designated CRM software.
  • Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business.
  • Organize ideas and communicate oral messages appropriate to listeners and situations.
  • Follow up and make scheduled call backs to customers where necessary.
  • Stay current with system information, changes and updates.

Required Experience/Skills:

  • 2-4 years’ experience of phone-based Software Application/Technical Support/Customer Service supporting end users.
  • Excellent communication skills with internal stakeholders.
  • Experience of phone-based Software Application/Technical Support or call center experience supporting end users.
  • Proven problem-solving skills and technical aptitude.
  • Working knowledge of Windows OS and other major operating systems.
  • Superb communication and customer handling skills.
  • Ability to think on your feet in a highly demanding and fast moving environment.
  • Fluent in English and Spanish.
  • Knowledge in ESG is preferred.

 

What Diligent Offers You 

  • Creativity is ingrained in our culture. We are innovative collaborators by nature. We thrive in exploring how things can be differently both in our internal processes and to help our clients
  • We care about our people. Diligent offers a flexible work environment, global days of service, comprehensive health benefits, meeting free days, generous time off policy and wellness programs to name a few
  • We have teams all over the world. We may be headquartered in New York City, but we have office hubs in Washington D.C., Vancouver, London, Galway, Budapest, Munich, Bengaluru, Singapore, and Sydney.
  • Diversity is important to us. Growing, maintaining and promoting a diverse team is a top priority for us. We foster and encourage diversity through our Employee Resource Groups and provide access to resources and education to support the education of our team, facilitate dialogue, and foster understanding.

Diligent created the modern governance movement. Our world-changing idea is to empower leaders with the technology, insights and connections they need to drive greater impact and accountability – to lead with purpose. Our employees are passionate, smart, and creative people who not only want to help build the software company of the future, but who want to make the world a more sustainable, equitable and better place. 

Headquartered in New York, Diligent has offices in Washington D.C., Baltimore, London, Galway, Budapest, Vancouver, Bengaluru, Munich, and Sydney. 

 

We are a drug free workplace. Diligent is proud to be an equal opportunity employer. We do not discriminate based on race, color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, physical disability, mental disability, age, military status, protected veteran status, marital status, registered domestic partner or civil union status, gender (including sex stereotyping and gender identity or expression), medical condition (including, but not limited to, cancer related or HIV/AIDS related), genetic information, or sexual orientation in accordance with applicable federal, state and local laws. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Diligent's EEO Policy and Know Your Rights. We are committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at recruitment@diligent.com.

To all recruitment agencies: Diligent does not accept unsolicited agency resumes. Please do not forward resumes to our jobs alias, Diligent employees or any other organization location. Diligent is not responsible for any fees related to unsolicited resumes.

Similar Jobs

level ai - Business Analyst - Strategy and Operations

level ai

Noida, Uttar Pradesh, India (Hybrid)
6 Days ago
Coupa - Sales Strategy & Field Operations Manager

Coupa

London, England, United Kingdom (Remote)
2 Days ago
PermitFlow - Mid-Market Account Executive

PermitFlow

New York, United States (Hybrid)
3 Days ago
USE Insider - Customer Success Manager

USE Insider

State Of São Paulo, Brazil (Hybrid)
2 Months ago
Motorola solutions - Cloud Sales Specialist - Alta

Motorola solutions

United States (On-Site)
1 Day ago
Veeam Software - Renewals/Customer Success Representative

Veeam Software

Alpharetta, Georgia, United States (On-Site)
1 Week ago
Miro - Strategic Customer Success Manager (Nordics)

Miro

Amsterdam, North Holland, Netherlands (On-Site)
2 Days ago
USE Insider - Customer Success Manager

USE Insider

Paris, Île-de-France, France (Hybrid)
5 Months ago
Saviynt - Identity Security - Customer Success Manager

Saviynt

Warsaw, Masovian Voivodeship, Poland (On-Site)
4 Months ago
Stord - Customer Experience Manager I

Stord

Hebron, Kentucky, United States (On-Site)
3 Days ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

Make - Salesforce Administrator and QA

Make

Madrid, Community Of Madrid, Spain (On-Site)
1 Month ago
Saama - QA Engineer

Saama

Coimbatore, Tamil Nadu, India (On-Site)
1 Month ago
Xsolla - Middle / Senior Backend Developer for Xsolla Account

Xsolla

Baku, Azerbaijan (On-Site)
8 Months ago
Decagon - Social Media Manager

Decagon

San Francisco, California, United States (On-Site)
3 Weeks ago
Canva - Security Engineering Manager - Vulnerability Management, Application Security

Canva

Surry Hills, New South Wales, Australia (Remote)
3 Months ago
Bazaar Voice - Account Director, Mid-Market

Bazaar Voice

Austin, Texas, United States (Hybrid)
6 Days ago
SparkCognition - Senior QA Engineer

SparkCognition

Bengaluru, Karnataka, India (On-Site)
11 Months ago
Contentstack - Senior Engineer I - QA (Playwright and Selenium)

Contentstack

Pune, Maharashtra, India (Hybrid)
4 Weeks ago
Ziff Davis - Lead Product Manager

Ziff Davis

New York, United States (Remote)
5 Days ago
Demandbase - Senior Product Designer

Demandbase

San Francisco, California, United States (Remote)
2 Months ago

Get notifed when new similar jobs are uploaded

Jobs in Bengaluru, Karnataka, India

PwC - Associate

PwC

Chennai, Tamil Nadu, India (On-Site)
9 Months ago
Zeeco, Inc. - Senior Application Manager - Flare Retrofits

Zeeco, Inc.

Mumbai, Maharashtra, India (On-Site)
8 Months ago
WRI - Program Manager, Climate, Economics & Finance Program

WRI

Guwahati, Assam, India (On-Site)
2 Weeks ago
Dream Sports - SDE 3 - Backend

Dream Sports

Mumbai, Maharashtra, India (On-Site)
11 Months ago
Rackspace Technology - Customer Success Associate

Rackspace Technology

India (Remote)
3 Weeks ago
Capgemini - Lead Software Engineer

Capgemini

Hyderabad, Telangana, India (On-Site)
1 Month ago
Sprinkler - Senior Product Manager

Sprinkler

Gurugram, Haryana, India (On-Site)
1 Year ago
Brillio - Data Scientist - R01551326

Brillio

Chennai, Tamil Nadu, India (Hybrid)
1 Week ago
Liquid Asia - Manager - Talent & Transformation (HRBP)

Liquid Asia

Mumbai, Maharashtra, India (On-Site)
2 Months ago
Thales - Automation Test Engineer Tech Lead

Thales

Bengaluru, Karnataka, India (Hybrid)
2 Months ago

Get notifed when new similar jobs are uploaded

Customer Service Jobs

GHX - Customer Support Analyst I

GHX

Hyderabad, Telangana, India (On-Site)
1 Week ago
Luxoft - Partnerships and Customer Success Lead

Luxoft

(Remote)
8 Months ago
Palo Alto Networks - Manager, Technical Customer Support

Palo Alto Networks

Plano, Texas, United States (On-Site)
6 Days ago
Betson Group - Customer Service Agent - Lithuanian Speaking

Betson Group

St. Julian's, Malta (Hybrid)
1 Week ago
CGS Carrers - Technical Support Analyst

CGS Carrers

Braga, Braga, Portugal (On-Site)
2 Months ago
NCR Voyix - Customer Care Representative

NCR Voyix

Mumbai, Maharashtra, India (On-Site)
1 Year ago
Minted - Manager, Customer Service

Minted

(Remote)
2 Months ago
Palo Alto Networks - Customer Success Architect

Palo Alto Networks

Plano, Texas, United States (On-Site)
2 Weeks ago
The Rank Group - Customer Service Host

The Rank Group

Blackpool, England, United Kingdom (On-Site)
7 Months ago
Regrello - Enterprise Customer Success Manager

Regrello

United States (Remote)
1 Year ago

Get notifed when new similar jobs are uploaded

About The Company

New York, United States (Hybrid)

London, England, United Kingdom (Hybrid)

Galway, County Galway, Ireland (Hybrid)

Bengaluru, Karnataka, India (Hybrid)

Vancouver, British Columbia, Canada (Hybrid)

London, England, United Kingdom (Hybrid)

Galway, County Galway, Ireland (Hybrid)

New York, United States (Hybrid)

Sydney, New South Wales, Australia (Hybrid)

Galway, County Galway, Ireland (Hybrid)

View All Jobs

Get notified when new jobs are added by Diligent Corporation

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug