Senior Client Support Specialist

2 weeks ago

Pune, Maharashtra, India ICE Data Services Full time US$ 90,000 - US$ 1,20,000 per year

Job Purpose

The position requires a professional to support a team of associates providing high-level technical and customer support to clients, internal teams, ensuring their satisfaction and maximizing their experience. Key responsibilities include handling troubleshooting queries, escalating issues, resolving complex problems, and building strong relationships with internal and external queries with service-related initiatives / improvements as we unify process, procedures, performance metrics, and proactive outreach to create a more holistic client experience.

Responsibilities

  • Interacting with various departments such as PSO, CSM, Product and SRE to align support strategies with overall company objectives.
  • Providing guidance, mentorship, and leadership to junior support team members, fostering a culture of continuous learning and growth.
  • Actively participating in process improvement initiatives, suggesting innovative solutions, and implementing best practices to enhance support operations.
  • Engaging in technical support tasks, handling escalated customer issues, and ensuring exceptional service delivery in client interactions.
  • Assist in compiling monthly and quarterly performance metrics to allow for regular internal and external review.
  • Identify and report on trends in metrics, case volumes, challenge categories.
  • Explore opportunities to improve upon existing documentation, as well as effectively maintaining on a go forward basis.
  • Research and create helpful knowledge base articles, following best practices.

Knowledge and Experience

  • Experience with a minimum of 3 years in a Client Support or comparable role.
  • In-depth understanding of IT service management and customer support best practices.
  • Knowledge of US mortgage industry regulations a strong plus.
  • Track record of collaborating with multiple teams to achieve objectives.
  • Excellent problem solving and planning skills.
  • Fast, reliable, responsive, proactive, friendly, dynamic and professional.
  • Able to multitask and take command of situations with confidence and control.
  • Proven success working in a team environment.
  • Positive attitude and deep customer service orientation.
  • Minimum of 3 years of experience in technical support roles within the IT industry.
  • Experience in managing support teams is advantageous.
  • Strong interpersonal skills, excellent communication abilities, critical thinking, adaptability, leadership qualities, and a customer-centric approach.
  • In-depth understanding of IT service management, customer support best practices, and knowledge of industry-specific compliance regulations.

  • Client Relation Specialist

    4 days ago

    Pune, Maharashtra, India Remunance Systems Pvt. Ltd. Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Greetings from Remunance1No of Position12Experience5-7 years3DesignationClient Relation Specialist4Shift Timings09 – 06 p.m.5LocationPuneJob Description Client Coordination:Serve as the primary point of contact for clients regarding employee HR matters.Ensure client-specific HR processes are followed consistently.Support clients in HR planning,...

  • Senior Technical Specialist

    1 week ago

    Pune, Maharashtra, India HCL Technologies Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    About HCLTechHCLTech is a global technology company, spread across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing,...

  • Client Relation Specialist

    2 weeks ago

    Pune, Maharashtra, India Remunance Systems Full time ₹ 5,00,000 - ₹ 12,00,000 per year

    Position: Client Relation SpecialistLocation: Kothrud, PuneExperience Range: 4-7yr Company Profile: Remunance is an EOR service provider. We pride ourselves on being a trusted partner for foreign enterprises who wish to establish a presence in India. Along with the set of experts and accredited professionals, we customize for the customer its way into the...

  • Senior Technical Specialist

    5 days ago

    Pune, Maharashtra, India HCL Technologies Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    About HCLTechHCLTech is a global technology company, spread across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing,...

  • Operations Support Specialist

    2 days ago

    Pune, Maharashtra, India Citi Full time ₹ 40,00,000 - ₹ 80,00,000 per year

    Whether you're at the start of your career or looking to discover your next adventure, your story begins here.  At Citi, you'll have the opportunity to expand your skills and make a difference at one of the world's most global banks.  We're fully committed to supporting your growth and development from the start with extensive on-the-job training and...

  • Senior Reporting Specialist

    2 days ago

    Pune, Maharashtra, India Gallagher Full time ₹ 5,00,000 - ₹ 12,00,000 per year

    IntroductionWe believe that every candidate brings something special to the table, including you So, even if you feel that you're close but not an exact match, we encourage you to apply. We'd be thrilled to receive applications from exceptional individuals like yourself.Gallagher, a global industry leader in insurance, risk management, and consulting...

  • Support Specialist

    1 week ago

    Pune, Maharashtra, India AXENOR Full time ₹ 30,00,000 - ₹ 60,00,000 per year

    Role DescriptionThis is a full-time, on-site role for a Support Specialist located in Pune. The Support Specialist will be responsible for providing technical support, assisting customers with troubleshooting issues, and ensuring seamless communication. The role entails analyzing issues, resolving customer concerns, and maintaining high-quality customer...

  • Technical Support Specialist

    2 weeks ago

    Pune, Maharashtra, India Orcapod Consulting Services Full time ₹ 4,00,000 - ₹ 8,00,000 per year

    Job Title: Technical Support Specialist L2Location: PuneDepartment: AMSJob Summary: We are seeking a skilled and customer-focused Technical Support Specialist to join our team. In this role, you will be responsible for providing exceptional technical support to our clients and internal teams. You will troubleshoot and resolve Web app, mobile app, and server...

  • Customer Support Specialist

    5 days ago

    Pune, Maharashtra, India PDA e Services Full time ₹ 2,00,000 - ₹ 6,00,000 per year

    Job Title:Customer Support Specialist – Voice Process (US Dental Practices | Night Shift)Location:Pune, MaharashtraWork Mode:On-site in PuneShift:Night Shift ( 8pm to 5 am)Experience:1–3 years (Freshers with excellent communication skills may apply)About the Role:We are seeking aCustomer Support Specialistto join ourvoice support teamdedicated to...

  • Senior Executive Client Servicing

    3 days ago

    Pune, Maharashtra, India 3 Dots Design Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Company Description3 Dots Design is a one-stop destination for integrated communication solutions across Advertising, Design, and Digital domains. Operating as an Integrated Communications Specialist, we provide cohesive and effective strategies in a highly fragmented communications industry. With a presence in India and Canada, we cater to diverse brand...