Client Support Specialist

3 weeks ago

Hyderabad, India Korn Ferry Full time

We are looking for a Client Support Specialist for one of our direct client. The Client Support Specialist will is responsible for troubleshooting and managing applications for both internal and external users. They will provide support via phone, email, and Teams, and conduct face-to-face screen sharing troubleshooting sessions.


Job Title: Client Support Specialist

Job Location: Hyderabad, Telangana, Hyderabad

Shift Timing: 5AM to 1PM IST


YOUR PROFILE:

  • Minimum of three years’ experience in a similar role
  • Experience using help desk software and remote support tools
  • You are fluent in English
  • Excellent problem-solving and analytical skills.
  • Strong communication and interpersonal skills to work effectively with cross-functional teams and stakeholders.
  • Ability to manage multiple tasks and prioritize effectively.
  • Self-driven and self-motivate team player
  • Capable of working autonomously
  • Familiarity with our industry is a plus
  • Ability to work in rotation 24/5
  • Need to be able to lead a team

ROLE & RESPONSIBILITIES:

  • Responsible for responding to customer requests, including but not limited to, answering calls via a phone queue, Service Desk queue, customer emails
  • First line help desk technician resolving basic level 1 issues and some level 2 issues including remotely troubleshooting issues relating to software
  • Research issues and resolves technical problems
  • Creating/updating support processes
  • Support activities include supporting end-users asking our portals from customers across multiple entry points, providing IT break/fix issue resolution or escalation of the issue to the appropriate team.
  • Analyze and optimize existing processes for efficiency and effectiveness across our applications
  • Participate in system upgrades and support activities, troubleshooting and resolving technical issues together with our L2 and L3 support team
  • Collaborate with business departments to gather and analyze business requirements enhancements
  • Mentor and guide the team

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