Client Support Specialist I

3 days ago

Pune, India ICE Full time

Job Description
Job Purpose
The Client Support Specialist I acts as a subject-matter and product-area specialist to provide support to our customer base utilizing Simplifile products, services, platform technologies, and workflows. As an escalation point, the Client Support Specialist I endeavors to deliver complete resolutions in a timely and consistent manner to address our customers' questions, concerns, and errors encountered in their use of, and interaction with Simplifile's product and services within their business. The Client Support Specialist I may be deployed virtually to manage and drive resolution of escalated customer issues and is routinely called upon to assist support specialists in complex troubleshooting efforts. Coaching support specialists in escalated customer interactions. Coaching and investigation on JIRA creation and "needs more info" tickets. Coaching and training of new hires and continued coaching and training of specialists.

Responsibilities

  • Leverage technical expertise to assist clients in the use of their Simplifile software solutions
  • Resolve problems in a timely manner with minimal assistance for 85% of all cases assigned
  • Strive for first-call resolution, balancing completeness of resolution and quality of service while maintaining appropriate technical escalation rates
  • Recognize and respond accordingly to systemic customer-impacting problems
  • Participate in the product defect/enhancement closed loop process by accurately identifying defects and enhancements, and communicating status updates to the client
  • Understand and follow company and departmental guidelines and policies for customer interaction
  • Maintain and promote consistent behaviors and deliver across the team
  • Manage case backlog to departmental standards
  • Effectively use knowledge base, along with all resources available to drive resolution
  • Assist in escalated customer issues
  • Assist support analysts in complex troubleshooting efforts.
  • Assist in troubleshooting and approving JIRAs, investigate and assist in "needs more info" JIRAs.
  • Report Incidents to SRE team, join bridge calls or chat threads to assist further if needed by SRE.

Knowledge And Experience

  • Maintain a high level of performance on the support team for 6 months to a year.
  • Proven effectiveness in a role that requires multi-tasking and strong customer soft skills
  • Demonstrated ability to confidently deliver solutions and resolve issues
  • Team-oriented, demonstrates a professional and cooperative attitude
  • Makes timely and sound decisions based on all available input; addresses root cause of issues; recognizes problems and acts accordingly
  • Communicate effectively via written and spoken language; comprehends problems, urgency, and desired outcome in the absence of perfect information; shares information and ideas with others; conscientious listener
  • Maintain composure and professionalism under high-pressure conditions; open-minded; solicits feedback
  • Analytical; proactive; creative problem solver
  • Bias for action; willingness to affect positive change; adaptable and committed to the success of our customers
  • Act with integrity; demonstrate adaptability; execute consistently against job responsibilities

  • Client Support Specialist I

    2 weeks ago

    Pune, Maharashtra, India ICE Data Services Full time ₹ 1,50,000 - ₹ 28,00,000 per year

    Job PurposeThe Client Support Specialist I acts as a subject-matter and product-area specialist to provide support to our customer base utilizing Simplifile products, services, platform technologies, and workflows. As an escalation point, the Client Support Specialist I endeavors to deliver complete resolutions in a timely and consistent manner to address...

  • Client Support Specialist I

    3 days ago

    Pune, India ICE Data Services Full time

    Job Purpose The Client Support Specialist I acts as a subject-matter and product-area specialist to provide support to our customer base utilizing Simplifile products, services, platform technologies, and workflows. As an escalation point, the Client Support Specialist I endeavors to deliver complete resolutions in a timely and consistent manner to address...

  • Critical Client Onboarding Specialist

    7 days ago

    Pune, Maharashtra, India beBeeClientOnboarding Full time ₹ 6,00,000 - ₹ 12,00,000

    Job Title: Critical Client Onboarding SpecialistThe primary objective of this role is to ensure seamless client onboarding and exceptional service delivery in line with regulatory requirements.This specialist will oversee the entire client onboarding process, from initial contact to account opening, ensuring that all relevant information is accurately...

  • Customer Support Specialist

    2 weeks ago

    Pune, Maharashtra, India beBeeCustomer Full time ₹ 19,000 - ₹ 23,000

    We are seeking a highly skilled Customer Support Specialist to join our team.Why choose this role?Ambitious Individuals Wanted!Balanced Work-Life Harmony: Enjoy a professional environment with a supportive team and flexible working hours.No Sales Targets: Focus on providing excellent customer service without the pressure of sales quotas.Quick Start: Begin...

  • Associate, Client Reporting/performance I

    5 days ago

    Pune, Maharashtra, India The Bank of New York Mellon Corporation Full time

    Associate, Client Reporting/Performance I At BNY, our culture empowers you to grow and succeed. As a leading global financial services company at the center of the world’s financial system we touch nearly 20% of the world’s investible assets. Every day around the globe, our 50,000+ employees bring the power of their perspective to the table to create...

  • Associate, Client Processing I

    2 weeks ago

    Pune, Maharashtra, India The Bank of New York Mellon Corporation Full time

    Associate, Client Processing I At BNY, our culture empowers you to grow and succeed. As a leading global financial services company at the center of the world’s financial system we touch nearly 20% of the world’s investible assets. Every day around the globe, our 50,000+ employees bring the power of their perspective to the table to create solutions...

  • Customer Support Professional

    1 week ago

    Pune, Maharashtra, India beBeeTechnical Full time US$ 30,000 - US$ 40,000

    Job Description:We are seeking a highly skilled professional to fill the role of Service Desk Specialist. This is an exciting opportunity for individuals who thrive in fast-paced environments and possess excellent communication skills. Key Responsibilities:Provide technical support to internal clients via phone, email, and ticketing systemRespond to and...

  • Associate, Client Processing I

    2 weeks ago

    Pune, Maharashtra, India The Bank of New York Mellon Corporation Full time

    Associate, Client Processing I At BNY, our culture empowers you to grow and succeed. As a leading global financial services company at the center of the world’s financial system we touch nearly 20% of the world’s investible assets. Every day around the globe, our 50,000+ employees bring the power of their perspective to the table to create solutions...

  • Support Technician

    2 weeks ago

    Pune, Maharashtra, India beBeeSpecialist Full time ₹ 4,00,000 - ₹ 8,00,000

    IT Support SpecialistWe are seeking a skilled IT Support Specialist to join our team.This entry-level role is ideal for candidates with 2 to 3 years of experience in IT administration.Key Responsibilities:Provide first-level technical support to employees for hardware, software, and network issues.Assist in maintaining the company's IT infrastructure,...

  • Executive Support Specialist

    2 weeks ago

    Pune, Maharashtra, India beBeeAdministrative Full time ₹ 4,00,000 - ₹ 8,00,000

    Job Title: Executive Support SpecialistThis role offers the opportunity to work in a dynamic environment, supporting high-level executives and contributing to the success of our organization.The Executive Support Specialist will be responsible for providing administrative support to senior executives, ensuring seamless day-to-day operations. This includes...