Client Support Specialist

Watermark Insights, LLC; Mohali; On-site; INR 400,000 - 600,000; Full time

Job summary

A client support firm is seeking a Client Support Specialist to provide exceptional support through email and chat. The role requires 2-3 years of experience, strong problem-solving, and communication skills. You'll work with a diverse client base, ensuring timely issue resolution and maintaining records of transactions. This is a goal-oriented position that values teamwork and analytical capabilities.

Qualifications

• 2-3 years of experience supporting customers through email and chat channels.
• Strong problem-solving, analytical, and conceptual skills.
• Ability to perform extensive online research to resolve complex inquiries.

Responsibilities

• Provide exceptional customer support via email and chat.
• Work on client issues ensuring timely responses and correct resolutions.
• Create and maintain accurate records of client interactions.

Skills

Expert communication skills in English

Analytical skills

Problem-solving skills

Ability to prioritize tasks

Team player

Education

Graduate in any stream

Job description

Job Description

As a member of the Client Support Team, you will provide exceptional customer support via email, and chat. The goal is to deliver a world‑class client experience by providing timely and correct resolutions to each client. The Client Support Specialist role is vital in identifying the issue being faced, and in providing effective resolutions to clients. Our client base includes college students, university administrators, faculty, and bookstore personnel.

Duties and Responsibilities

• Work on client issues ensuring timely responses and correct resolutions.
• Gain and retain expert knowledge of our software functionality by successfully completing training sessions, attending new release training and practicing system functionality test cases.
• Communicate at an expert level in English verbally and in writing, as needed with internal and external clients.
• Create and maintain accurate records of client interactions.
• Use analytical and troubleshooting skills to identify the root cause of the issue and take the necessary steps to resolve it.
• Actively participate in team meetings and monthly meetings.
• Work as per the published monthly roster and on holidays in a 24x7 working.
• Shadow senior team members within the team on complex tickets to facilitate continued learning and training.
• Keep updated on the process changes by routinely reviewing the workflows located in the “Knowledge Base.”
• Collaborate on projects and initiatives.

Experience and Requirements

• Graduate in any stream.
• 2-3 years of experience supporting customer through email and chat channels.
• Excellent verbal and written communication skills.
• Exhibit strong problem‑solving, analytic, conceptual, and thinking skills.
• Ability to prioritize and balance multiple tasks.
• Be a strong team player.
• Ability to perform extensive online research to resolve complex customer inquiries.