Client Support Specialist (Remote, Lahore)

Job summary

The role of Client Support Specialist-Tier 1 involves delivering outstanding customer service by managing incoming calls and requests, accurately logging incidents, and troubleshooting technical issues. The position requires collaboration with internal resources to ensure prompt resolution of problems and maintenance of user accounts.

Responsibilities

• Log all incoming calls and requests accurately.
• Capture detailed user descriptions to aid in troubleshooting.
• Provide technical assistance to end users by responding to incidents and requests.
• Manage user accounts by creating, updating, and deleting as needed.
• Clear server jobs that hinder customer processes.
• Document system processes and develop knowledge base articles for users.
• Diagnose technical issues and involve appropriate resources for resolution.
• Follow up with end users according to support policies.
• Maintain strong verbal and written communication for effective interaction.
• Stay updated on company-supported tools and applications.
• Learn new technologies quickly with minimal guidance.
• Approach customer service with empathy and a troubleshooting mindset.
• Exhibit strong organizational skills, attention to detail, and persistence.
• Solve complex problems and apply alternative solutions as necessary.
• Be flexible with work schedule to meet position demands outside regular hours.

Qualifications

• Bachelor's degree in business administration or a related field.
• Over 2 years of experience in supporting enterprise-level software solutions.
• Proficient in Windows Operating Systems, Microsoft Office, and support ticketing applications like Zendesk.
• Strong background in Finance, Accounts Payable, or Accounts Receivable.
• Experience with billing and invoicing systems or financial applications.
• Proven track record of delivering effective client service within a tech team.
• Excellent interpersonal skills and professional demeanor under pressure.
• Self-motivated with the ability to work independently or as part of a team.