Customer Support Specialist (Tier 1)

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. You must be extremely proficient in articulating with both technical and non-technical staff and users, with excellent customer service and superb communication skills, a passion for helping people, and 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.

Must Have

• Interact with customers to provide information and respond to inquiries
• Gather customer information and determine issues
• Diagnose and resolve technical and software issues
• Research required information using available resources
• Follow standard processes and procedures
• Identify and escalate priority issues
• Redirect problems to appropriate resources
• Accurately process and record call transactions using CRM
• Offer alternative solutions to retain customers
• Communicate oral messages appropriate to listeners
• Follow up and make scheduled call backs
• Stay current with system information and updates
• 1-3 years phone-based Software/Technical Support/Customer Service
• 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
• Ability to think on your feet in a fast-moving environment
• Fluency in English

Good to Have

• Knowledge of additional languages

Perks & Benefits

• Flexible work environment
• Global days of service
• Comprehensive health benefits
• Meeting free days
• Generous time off policy
• Wellness programs
• Hybrid work model

**Shift Timing - 13:30pm - 21:00pm GMT

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

• 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
• Fluency in English required; knowledge of additional languages is a plus but not essential.