Customer Support Specialist

1 Day ago • 1-3 Years

Job Summary

Job Description

The Customer Support Specialist will handle Tier 1 support and client relationships by answering support calls, resolving issues, and ensuring complete client satisfaction. They will work closely with Customer Success and ProdOps teams to resolve issues. The ideal candidate should possess excellent customer service, superb communication skills, and the ability to remain calm under pressure. Key responsibilities include interacting with customers, gathering information, diagnosing and resolving technical issues, and escalating priority issues. The role also involves accurately processing and recording call transactions using designated CRM software, offering alternative solutions to retain clients, and staying current with system information.
Must have:
  • 1-3 years experience in phone-based software application/technical support
  • 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.
Perks:
  • Creativity is ingrained in our culture.
  • Flexible work environment and global days of service
  • Comprehensive health benefits and 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

APAC Shift -3:30 AM 

• 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

• 1-3 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

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

Fool's Theory - Administration Specialist

Fool's Theory

Poland (On-Site)
3 Months ago
Google - Product Support Consultant

Google

Boulder, Colorado, United States (On-Site)
2 Days ago
Google - Account Manager, Black Community Inclusion

Google

São Paulo, State Of São Paulo, Brazil (On-Site)
2 Weeks ago
Epic Games - Animation Tools Programmer

Epic Games

United States (On-Site)
3 Months ago
Google - Administrative Business Partner, Large Customer Sales (Part-Time)

Google

Dublin, County Dublin, Ireland (On-Site)
2 Weeks ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

Xsolla - Operations Director - China

Xsolla

Beijing, Beijing, China (Hybrid)
3 Weeks ago
ByteDance - Research Engineer Graduate (Vision AI Platform)

ByteDance

San Jose, California, United States (On-Site)
2 Months ago
pixel owl  - Project Manager

pixel owl

Buenos Aires, Buenos Aires, Argentina (On-Site)
1 Day ago
Microsoft - Senior Researcher

Microsoft

Hong Kong Island, Hong Kong (On-Site)
1 Week ago
Zones - Manager, Talent Acquisition

Zones

Bengaluru, Karnataka, India (On-Site)
6 Months ago
USE Insider - Solution Architect - Istanbul

USE Insider

İstanbul, İstanbul, Türkiye (On-Site)
6 Months ago
Google - Enterprise Account Manager, Retail, Google Cloud

Google

Munich, Bavaria, Germany (On-Site)
2 Weeks ago
NBC universal - Software Engineer (Generative AI)

NBC universal

(Remote)
5 Days ago
Greenworks - Territory Sales Manager - Southern Florida

Greenworks

(Remote)
1 Month ago
ByteDance - Software Engineer, Multi Cloud CDN - San Jose / Seattle / Boston

ByteDance

San Jose, California, United States (On-Site)
4 Months ago

Get notifed when new similar jobs are uploaded

Jobs in Bengaluru, Karnataka, India

PTW - Urgent Openings For Technical Recruiter Role - Technical Hiring

PTW

Bengaluru, Karnataka, India (On-Site)
1 Day ago
DNEG - Tech Junior

DNEG

Chennai, Tamil Nadu, India (On-Site)
2 Months ago
Antartic Globle - B2B Sales Developer

Antartic Globle

Mumbai, Maharashtra, India (Hybrid)
1 Year ago
Nielsen Holdings - Software Engineer - Platform

Nielsen Holdings

Mumbai, Maharashtra, India (Hybrid)
6 Months ago
DNEG - Software Developer – 2D Imaging and Nuke Tools

DNEG

Mumbai, Maharashtra, India (On-Site)
1 Month ago
Capgemini - Integration MuleSoft Architect

Capgemini

Chennai, Tamil Nadu, India (On-Site)
1 Day ago
Aspire - CX Associate Manager, Quality

Aspire

Gurugram, India (Hybrid)
7 Hours ago
Paytm - Paytm - Key Account Manager - Bangalore

Paytm

Bengaluru, Karnataka, India (On-Site)
6 Months ago
Google - Practitioner Success Manager, Ads Platform, gTech

Google

Hyderabad, Telangana, India (On-Site)
1 Week ago
Teradata - Senior Product Manager

Teradata

Pune, Maharashtra, India (On-Site)
6 Months ago

Get notifed when new similar jobs are uploaded

Similar Category Jobs

Looks like we're out of matches

Set up an alert and we'll send you similar jobs the moment they appear!

About The Company

Explore gaming industy jobs in one of the leading Game Studios.

Bengaluru, Karnataka, India (On-Site)

London, England, United Kingdom (On-Site)

Bengaluru, Karnataka, India (On-Site)

Bengaluru, Karnataka, India (On-Site)

Singapore, Singapore (On-Site)

Bengaluru, Karnataka, India (On-Site)

Bengaluru, Karnataka, India (On-Site)

Bengaluru, Karnataka, India (On-Site)

View All Jobs

Get notified when new jobs are added by Diligent

Level Up Your Career in Game Development!

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

Job Common Plug