Client Support Specialist - India

Job Description

Finalsite is the preferred website, communications, enrollment, and marketing platform of more than 7,000 schools and school districts in 119 countries around the world. The company’s people, products and services transform how schools connect and engage with their community, recruit students and staff, and fundraise; while managing the complex requirements around data privacy, accessibility, hosting and security. Finalsite products and services include award-winning website designs, a robust content management system, mass communications tools, a powerful enrollment management system, innovative inbound marketing tools, data integration, training, support and marketing consulting. Finalsite is headquartered in Glastonbury, CT, USA with employees who work remotely in nearly every state in the U.S. as well as Europe, South America, and Asia. For more information, please visit www.finalsite.com.

Vision

To build innovative solutions that elevate school engagement.

Location

Remote, India. Full time employment for this role.

Finalsite is a global company and to enable strong collaboration, we have established common core working hours. Candidates should be comfortable working from 6.30 AM -3.30PM IST.

Summary of Responsibility

The Client Support Specialist serves an essential role, meeting the front-line needs of clients through ticketing, phone and chat channels. Client Support Specialists work to educate, empower, troubleshoot issues, and implement solutions for clients. The Client Support Specialist serves as Tier 1 for client issues, escalating and interfacing with Tier 2 and other company personnel as needed.

Key Responsibilities

• Support clients via ticketing, phone, chat and social media channels in a timely manner

• Stay up to date (through software update blogs, new help center articles, and training) on new product features and improvements, as well as web trends.

• Provide support, training, best practice, and implementation assistance across our Content Management System and suite of products.

• Troubleshoot, investigate, and create detailed software bug reports, and product enhancement requests.

• Participate daily in team stand-up meetings covering challenging tickets, software bugs, and other items of note.

• Ability to solve a portion of incoming calls while on the phone, summarizing and escalating others as appropriate.

• Strengthen the Finalsite brand by exhibiting excellence in product knowledge and customer service.

Qualifications and Skills

Required:

• Associate’s or Bachelor’s degree preferred, or commensurate experience.

• English language proficiency - written and spoken. Strong English language skills are mandatory. Prefer someone at B2 or C1 level.

• Entry-level experience with websites built via content management systems (Wordpress, Squarespace, Wix, Weebly, Joomla, etc.) preferred.

• Ability to multitask and maintain patience when faced with challenging situations.

• Prior customer service or technical support experience preferred (min 2-4 years).

• Experience with support desk software (Zendesk preferred).

• Finalsite is a global company and to enable strong collaboration, we have established common core working hours. Candidates should be comfortable working from 6.30am-3.30pm IST.

• Based in India, with regular working overlap with colleagues in Europe and the United States

RESIDENCY REQUIREMENT

Finalsite offers 100% fully remote employment opportunities, however, these opportunities are limited to permanent residents of India. Current residency, as well as continued residency, within India is required to obtain (and retain) employment with Finalsite.

DISCLOSURES

Finalsite is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. EEO is the Law. If you have a disability or special need that requires accommodation, please contact Finalsite's People Operations Team. Finalsite is committed to the full inclusion of all qualified individuals. As part of this commitment, Finalsite will ensure that persons with disabilities or special needs are provided a reasonable accommodation. Ensure your Finalsite job offer is legitimate and don't fall victim to fraud. Ask your recruiter for a phone call or other type of verbal communication and ensure all email correspondence is from a finalsite.com email address. For added security, where possible, apply through our company website at finalsite.com/jobs.