Client Support Specialist

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Client Support Specialist based in India. In this role, you will be a key point of contact for clients, helping them navigate digital platforms and resolve technical challenges efficiently. You will provide responsive, high-quality support through multiple communication channels, including tickets, phone, chat, and social media. By combining technical troubleshooting with clear communication and client education, you will help users get the most out of website management and related digital solutions. You will collaborate with cross-functional teams to investigate software issues, report bugs, and contribute to product improvements. This opportunity is ideal for a customer-focused professional who enjoys problem-solving, sharing knowledge, and working in a collaborative, international environment. The position is fully remote within India, with working hours aligned to global team collaboration.

Deliver client support: Respond to client inquiries through ticketing systems, phone calls, live chat, and social media, ensuring timely, professional, and helpful assistance. Troubleshoot technical issues: Investigate reported problems, resolve Tier 1 support requests, and escalate more complex cases to the appropriate technical teams when necessary. Educate and empower clients: Provide guidance, training, implementation assistance, and best practices to help clients use content management systems and related digital products effectively. Document and report issues: Prepare clear, detailed software bug reports and product enhancement requests to support ongoing product development and service improvements. Stay informed on product developments: Keep up to date with software updates, new features, help center resources, and emerging web trends to maintain strong product knowledge. Collaborate with the support team: Participate in daily team meetings to discuss challenging tickets, software bugs, recurring issues, and other relevant updates. Manage incoming calls effectively: Resolve inquiries during calls whenever possible, while accurately documenting and escalating cases that require further investigation. Deliver an excellent client experience: Demonstrate patience, professionalism, and strong communication skills while maintaining high customer service standards and reinforcing trust in the products and services offered. Requirements Education: An associate's or bachelor's degree is preferred, or equivalent practical experience. Customer service experience: Previous experience in customer service or technical support is preferred, ideally with 2–4 years of relevant experience. English proficiency: Strong written and spoken English is essential. Candidates with an intermediate-upper to advanced level of proficiency (B2–C1) are preferred. Website and CMS knowledge: Familiarity with websites built using content management systems such as WordPress, Squarespace, Wix, Weebly, or Joomla is an advantage. Technical troubleshooting skills: Ability to investigate issues, identify potential causes, document findings accurately, and determine when escalation is necessary. Support tools: Experience using help desk or ticketing software is preferred, particularly Zendesk. Communication and interpersonal skills: Ability to explain technical concepts clearly, listen actively, and maintain a patient, professional approach when handling challenging situations. Organization and multitasking: Ability to manage multiple requests, prioritize tasks, and maintain attention to detail in a fast-paced support environment. Collaboration: Comfortable working with colleagues across different teams and time zones, sharing information, and contributing to collective problem-solving. Location and availability: Must be a permanent resident of India and remain resident in India throughout employment. Candidates must be comfortable working remotely from 6:30 AM to 3:30 PM India Standard Time (IST) and maintaining regular working-hour overlap with colleagues in Europe and the United States. Benefits Fully remote work: Work from anywhere within India, with the flexibility and convenience of a remote working arrangement. Full-time employment: A full-time opportunity within an international, collaborative working environment. Professional development: Opportunities to strengthen technical support, troubleshooting, customer service, and content management system skills. Product and technical learning: Exposure to evolving digital platforms, website technologies, software updates, and client engagement solutions. Cross-functional collaboration: Work alongside colleagues across international teams, gaining experience in a global support environment. Meaningful client impact: Help clients overcome technical challenges, improve their digital experiences, and use their tools more effectively. Salary and additional benefits: Compensation, healthcare coverage, paid leave, and other employment benefits have not been specified in the available job description and should be confirmed with the hiring company.