Client Support Specialist

Job Title: Client Support Specialist

Department: Client Support

Location: Mohali, India Office

Reporting to: Client Support Supervisor

Job Description: As a member of the Client Support Team, you will provide exceptional

customer support via email, and chat. The goal is to deliver a world-class client experience by

providing timely and correct resolutions to each client. The Client Support Specialist role is vital

in identifying the issue being faced, and in providing effective resolutions to clients. Our client

base includes college students, university administrators, faculty, and bookstore personnel.

Duties and Responsibilities:

● Work on client issues ensuring timely responses and correct resolutions.

● Gain and retain expert knowledge of our software functionality by successfully

completing training sessions, attending new release training and practicing system

functionality test cases.

● Communicate at an expert level in English verbally and in writing, as needed with

internal and external clients.

● Create and maintain accurate records of client interactions

● Use analytical and troubleshooting skills to identify the root cause of the issue and take

the necessary steps to resolve it.

● Actively participate in team meetings and monthly meetings.

● Work as per the published monthly roster and on holidays in a 24x7 working

environment.

● Shadow senior team members within the team on complex tickets to facilitate continued

learning and training.

● Keep updated on the process changes by routinely reviewing the workflows located in

the “Knowledge Base.”

● Collaborate on projects and initiatives

Experience and requirements:

● Graduate in any stream.

● 2 -3 years of experience supporting customer through email and chat channels.

● Excellent verbal and written communication skills.

● Exhibit strong problem-solving, analytic, conceptual, and thinking skills.

● Ability to prioritize and balance multiple tasks.

● Be a strong team player.

● Ability to perform extensive online research to resolve complex customer inquiries