Support Specialist

Job Purpose:

The Support Specialist is responsible for responding to and resolving client inquiries and support requests via ticketing systems, assisting with content integration on websites, performing basic web modifications, and coordinating with internal teams.

Job Responsibilities:

Essential Functions:

• Manage client support tickets through systems such as Zendesk: receive, process, prioritize, and follow up
• Analyze client needs and offer appropriate, tailored solutions
• Integrate and update content (text, images, videos) into the CMS
• Perform basic web updates using HTML, CSS/Sass, and JavaScript
• Assist with third-party widget or API integrations
• Collaborate with senior developers for complex implementations
• Conduct training and demos on the CMS for team members, partners, or clients
• Review and test websites before launch to ensure quality and functionality
• Support website go-live procedures and monitor post-launch performance
• Perform basic DNS configuration tasks (e.g., A, CNAME, TXT, MX records) and assist in troubleshooting domain-related issues

Job Requirements:

Required Education and Experience:

• Associate degree or equivalent training in web, digital communication, or technical support or any equivalent relevant business knowledge
• Experience working with CMS platforms and support ticket systems (e.g., Zendesk, JIRA)
• Knowledge of HTML, CSS/Sass, and JavaScript basics
• Understanding of SEO fundamentals and website performance best practices
• Strong written communication skills in French and English (additional language skills a plus)

Competencies:

• Strong analytical and problem-solving abilities
• Excellent time management and prioritization skills
• Ability to work independently and collaboratively in a team setting
• High attention to detail and organizational skills
• Adaptability in a dynamic work environment
• Strong interpersonal skills and customer-oriented mindset
• Effective communicator across verbal, written, and visual channels
• Basic understanding of DNS configuration and troubleshooting

Work Timings

This is a full-time position. Days and hours of work are Monday through Friday, and should be flexible to support different time zones ranging between 12 PM IST to 9 PM IST, Work schedule may include evening hours or weekends due to client needs per manager instructions This role will be working in Hybrid Mode and will require at least 2 days' work from office at Hyderabad. Occasional evening and weekend work may be expected in case of job-related emergencies or client needs.

EEO Statement

Cendyn provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Cendyn complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Cendyn expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Cendyn's employees to perform their job duties may result in discipline up to and including discharge.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.