Client Support Specialist

The Opportunity

We are seeking a highly motivated and proactive Client Support Specialist to join our team. This individual will be responsible for managing client support tickets in a fast-paced environment, ensuring timely resolution, and delivering an exceptional customer experience. The ideal candidate will have outstanding customer service skills, a high level of organization, and the ability to troubleshoot and manage technical issues effectively.

Responsibilities

• Triage support tickets raised by clients to determine the nature and severity of the issue.
• Assign tickets to the relevant resolving teams based on the issue type and complexity.
• Proactively track and manage tickets to closure, adhering to agreed SLAs.
• Act as the primary point of contact for clients on all open tickets.
• Provide continuous and transparent updates to clients regarding ticket progress and resolution timelines.
• Ensure a high standard of customer service and professionalism in all interactions.
• Monitor progress and facilitate collaboration to drive resolution.
• Set up and manage meetings between cross-functional teams when necessary to address critical or complex issues.
• Report on ticket trends, resolution times, and SLA performance to stakeholders.

Requirements

• Exceptional interpersonal and communication skills, with a focus on client satisfaction.
• Highly organized and able to prioritize effectively in a high-volume, fast-paced environment.
• Experience with ServiceNow and Azure DevOps is highly advantageous.
• Familiarity with IT ticketing systems and technical troubleshooting processes.
• Proactive and resourceful in resolving issues independently where possible.
• Strong capability to work multi-functionally and promote collaboration.
• Motivated to take ownership of tasks and drive them to completion without constant supervision.
• Prior experience in a client support or helpdesk role.
• Knowledge of SLA management and reporting.
• Customer-focused attitude.
• Diligent with a dedication to accuracy.
• Strong multitasking capabilities.
• Proactive and focused approach.

About ESW

Our purpose is simple: to create moments that matter between people and the brands they cherish. We enable brands to expand their global reach, facilitating simple and seamless ecommerce experiences for consumers worldwide. Through our integration solutions, we deliver a complete international checkout experience, including local duties, taxes, fulfilment, delivery management, and global returns and payment processing capabilities.

Guided by our values—Own It, Champion Simplicity, Win as One, and Debate then Commit—we strive to foster innovation, accountability, and teamwork, creating solutions that inspire trust and drive impactful results.

Why join us?

• Competitive salary and benefits: Your financial well being is important to us. Join ESW and experience the satisfaction of being rewarded for your hard work, dedication and commitment.
• Professional and personal development: Find your spark and leave your mark. We will ensure your talent is nurtured and cultivated for growth and success throughout your career with ESW.
• Hybrid Working: Our Hybrid Working Model empowers you to embrace the flexibility of hybrid working and enjoy the best of office and remote work.
• Diversity, Belonging & Inclusion: When we win, we win together. You'll be part of a culture that values every individual for who they are, fostering an environment where uniqueness is encouraged.

ESW is an equal opportunity employer, and we’re proud of our ongoing efforts to foster diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at ESW are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law.

If you require any reasonable accommodations or adjustments throughout the hiring process, please let us know. We are dedicated to ensuring equal access and opportunity for all candidates.

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