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 an AWS Premier Consulting Partner helping organizations modernize, migrate, and innovate in the cloud. We work at the intersection of cloud, data, and AI to solve real business problems, not just implement technology. With an international footprint, Cloudelligent is customer-obsessed and focuses on Generative AI and Agentic AI to deliver practical, scalable solutions.
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.
Skills Required
- Bachelor’s degree in business administration or a related field
- At least 2 years of experience supporting enterprise-level software solutions
- Proficiency with current Windows operating systems
- Proficiency with Microsoft Office
- Experience with 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 delivering client service within a technology team
- Strong interpersonal, listening, and professional communication skills
- Ability to work independently or as part of a project team with limited supervision
What We Do
Cloudelligent is a leading Managed Cloud Services Provider committed to helping businesses navigate through their unique cloud journeys. Born in the cloud, we believe that our success is built on a foundation of core values (ICOT - Innovation, Continuous Improvement, Customer Obsession, Ownership, and Teamwork) that guide everything we do. Whether you are seeking to accelerate innovation, improve agility, reduce costs, or enhance operational efficiency, our team of cloud experts is right here. Cloudelligent delivers a comprehensive suite of professional and managed services designed to help you migrate, manage, modernize, and optimize your cloud environments. We are the go-to strategic partners for startups, SMBs, DNBs, ISVs, NPOs, and organizations looking to transform their business with AWS. #AWS #AmazonWebServices #CloudNative #CloudComputing #AWSCloud
