Client Support Specialist- Tier 1 (C-1126131)

Cloudelligent is looking for competent candidates for the position of Client Support Specialist- Tier 1. 

Position Title: Client Support Specialist- Tier 1
Location: Islamabad
Timings: 6pm-3am PKT  

About Cloudelligent 

Cloudelligent is Cloud-native consultancy and AWS Advanced consulting partner! We specialize in providing bespoke cloud solutions to the SMB & enterprise segments as well as the public sector (Non-Profit Organizations). Being a next-gen cloud service provider, Cloudelligent helps small businesses & medium/large enterprises to break free from hardware lifecycle and capital expenditures, allowing them to make the most out of their cloud investment. We have an international footprint with a diverse team of domain experts, and we are customer obsessed. 

Job Objective 

As a Client Support Specialist-Tier 1 at Cloudelligent, your primary responsibility is to provide exceptional customer service by efficiently addressing incoming calls and requests. Your role involves accurate logging of incidents, capturing detailed descriptions, troubleshooting technical issues, and collaborating with internal resources to ensure timely problem resolution. Additionally, you will play a crucial role in maintaining and updating user accounts, clearing server jobs, and documenting system processes for both internal and external audiences. 

Responsibilities 

• Accurately log all incoming calls and requests. 

• Capture detailed descriptions from end users to facilitate effective troubleshooting. 

• Respond to incidents and requests from the Help Desk, providing technical assistance to end users. 

• Create, update, and delete user accounts as per requests. 

• Clear server jobs obstructing customer processes. 

• Document system processes and create knowledge base articles for internal and external audiences. 

• Diagnose technical issues, involving appropriate resources for efficient problem resolution. 

• Provide follow-up status to end users in adherence to specified support policies and procedures. 

• Maintain excellent verbal and written communication skills for effective client and staff interaction. 

• Maintain and improve knowledge of company-supported tools, applications, and reporting tools. 

• Demonstrate the ability and motivation to quickly learn new technologies with minimal support and guidance. 

• Approach customer service with empathy. 

• Assess and gather details of incoming requests with a troubleshooting mindset. 

• Demonstrate high organizational skills, attention to detail, responsiveness, and persistence. 

• Solve a variety of problems with a complex scope and apply alternative solutions when necessary. 

• Exhibit flexibility regarding work schedule to meet position needs outside regular business hours. 

Requirements 

• Bachelor's degree in business administration or any related field. 

• 2+ years of overall work experience supporting enterprise-level software solutions. 

• Proficiency in current Windows Operating Systems, Microsoft Office, Zendesk, or other support and ticketing applications. 

• Strong background in Finance, Accounts Payable, or Accounts Receivable.   

• Experience with billing and invoicing systems or other financial applications. 

• Demonstrated success in effective delivery of client service within a technology team. 

• Strong interpersonal skills, including the ability to listen effectively and the ability to present oneself in a professional manner under pressures of time and schedule.  

• Self-driven, ability to work independently or as part of a project team with limited supervision.