Client Service Specialist

UniFocus, LLC; India; On-site; INR 400,000 - 700,000; Full time

Benefits offered by this job

Health insurance

Paid time off

Hybrid environment

Job summary

UniFocus, LLC is seeking a Client Service Specialist to troubleshoot and resolve client issues across our workforce management suite, including Time & Attendance, Scheduling, and Labour Management. You will be a first point of contact, delivering professional, timely support while logging cases accurately and collaborating with internal teams.

The role requires a Bachelor’s degree in a related field and 6 months to 4 years of experience in client service or technical support.

Qualifications

• Bachelor’s degree or equivalent in CS/IT/Hospitality/Business.
• 6 months to 4 years in Client Service, Customer Support, or related roles.
• Basic SQL and data validation ability.
• Familiarity with SaaS apps, web/mobile platforms.
• Excellent written and spoken English.
• Hospitality operations knowledge is a plus.

Responsibilities

• Troubleshoot Tier 1 support requests via email, ticketing system, and phone.
• Use knowledge of web apps, networking, and product workflows to resolve issues.
• Support clients on Workforce Management: Time & Attendance, Scheduling, Labour Management.
• Run basic diagnostics to classify issues (user/config/data/product).
• Review logs, errors, inputs, and system behavior for investigations.
• Escalate to L2/Engineering with clear steps and impact.
• Coordinate with internal teams to ensure timely resolution.
• Verify fixes with Engineering or Product before closing cases.
• Log and manage cases across geographies and tools.
• Identify recurring issues and suggest improvements.

Skills

SQL basics

SaaS familiarity

Postman familiarity

Customer service

Documentation

English proficiency

Education

Bachelor’s degree in Computer Science, Information Technology, Hospitality, or Business

Tools

Postman

Job description

Unifocus is an integrated workforce management software platform offering intelligent automation for daily work orders management, housekeeping activities, facility maintenance, survey solutions, scheduling & labour management, and time & attendance built for the hospitality market and other dynamic scheduling environment.

We support hotels, restaurants, casinos, and more with our innovative web-based and mobile software suite. Some of the chains we work with include Hilton, Rosewood, Shangri La, Accor, IHG, Hoxton, Corinthia, Oetker Collection etc. We are a small but growing team, and you'll have opportunities to express yourself and make meaningful contributions to our products and the company.

As a Client Service Specialist, you will be responsible for troubleshooting and providing support to clients, helping them resolve issues related to our products, features, and general usage queries. You will serve as one of our first Points of Contact for our clients and play an important role in delivering a professional, timely, and customer-focused support experience.

WHAT WILL YOU DO:

• Troubleshoot Tier 1 support requests via email, a web-based ticketing system, and phone.
• Use your understanding of web-based applications, basic networking, and product workflows to troubleshoot and resolve client issues.
• Support clients on issues related to our Workforce Management suite, including Time and Attendance, Scheduling, and Labour Management.
• Perform basic diagnostic tests to isolate the source of issues and determine whether the issue is user-related, configuration-related, data-related, or product-related.
• Review logs, error messages, user inputs, and system behaviour to assist with issue investigation.
• Escalate issues to the L2, Product, or Engineering teams when required, with clear documentation of the issue, troubleshooting steps completed, and business impact.
• Liaise with internal teams and departments to ensure timely resolution and customer satisfaction.
• Verify technical fixes received from the Engineering or Product teams before confirming resolution with clients.
• Provide efficient and timely support to customers across geographies.
• Accurately log, update, and manage cases in our ticketing system or other support tools as required.
• Identify recurring issues and contribute to internal discussions on process improvements, knowledge articles, and product feedback.
• Contribute positively to customer satisfaction and C-Sat scores.
• Act as an ambassador of the Unifocus brand.

WHAT ARE WE LOOKING FOR:

• Bachelor’s degree in Computer Science, Information Technology, Hospitality, Business, or a related field.
• 6 months to 4 years of professional experience in Client Service, Customer Support, Application Support, Technical Support, or hospitality operations.
• Prior experience working for a company specializing in Workforce Management, Payroll, HRMS, PMS, Procurement, or hospitality technology solutions will be preferred.
• Basic understanding of SQL, including the ability to read and run simple queries such as SELECT statements for data validation or issue investigation.
• Familiarity with SaaS applications, web-based platforms, and mobile applications.
• Ability to review screenshots, logs, error messages, and client-provided examples to identify issue patterns.
• Basic understanding of APIs, integrations, or tools such as Postman would be an added advantage.
• Excellent command of written and spoken English.
• Strong customer management and problem-solving skills.
• Ability to document issues clearly, including steps to reproduce, expected behaviour, actual behaviour, and business impact.
• Engaging personality with a genuine passion for customer service.
• Ability to remain calm under pressure while communicating professionally and thinking clearly.
• Strong attention to detail and the ability to manage multiple cases simultaneously.
• Ability to work collaboratively with internal teams while also working independently with minimal supervision.
• Willingness to work in shifts and occasionally extend support during evenings, weekends, or business-critical situations.
• Knowledge of hotel, restaurant, casino, or other hospitality operations is preferred. The UniFocus experience: Our Culture

THE UNIFOCUS EXPERIENCE:

Our Culture Statement: Thriving Together, Achieving Greatness

To support our culture mission, we have four core culture values of Unite, Inspire, Empower, and Excel. Each value representing a set of key traits that define how we live and breathe our culture every day.

We UNITE globally, combining our diverse talents, perspectives, and expertise. With professionalism and a touch of fun, we inspire and empower each other to excel. Together, we deliver exceptional value, challenge norms, and leave a lasting impact within the hospitality industry.

In addition to a competitive salary, we offer:

• Health insurance
• Paid time off
• A hybrid environment that promotes a healthy work-life balance