Client Support Executive(Night Shift)

Minerva Research Solutions; Karachi Division; On-site; PKR 600,000 - 900,000; Full time

Benefits offered by this job

Competitive shift allowances

Paid time off

Comprehensive health benefits

Career growth opportunities

Ongoing training and upskilling

Job summary

Minerva Research Solutions seeks a Client Support Executive to provide timely client assistance, troubleshoot issues, and document steps in the CRM. The role operates on a rotating night shift with weekend work, ensuring 24/7 coverage and collaboration across teams.

Requirements include a Bachelor's degree and at least 1 year in client or technical support, with excellent English communication and strong troubleshooting skills in a fast-paced environment.

Qualifications

• Bachelor's degree or equivalent in IT, CS or related field.
• Minimum 1 year in client support or technical/customer-facing role.
• Excellent English communication, written and verbal.
• Strong troubleshooting and problem-solving abilities.
• Ability to work in a fast-paced, high-volume environment.

Responsibilities

• Deliver exceptional support via phone, email, and live chat.
• Resolve client inquiries and technical issues promptly.
• Document interactions and steps in the CRM/helpdesk system.
• Maintain up-to-date knowledge of products and services.
• Escalate unresolved issues to internal teams for follow-up.
• Monitor alerts and address potential client-impacting issues.
• Adhere to rotating shifts including weekends/holidays.
• Collaborate with team members for smooth shift handovers.

Skills

Customer support

Troubleshooting

Communication

Education

Bachelor's degree or equivalent in IT/CS or related field

Tools

CRM

Helpdesk software

Jira

Salesforce

Job description

Job Overview

The Client Support Executive is responsible for providing timely and efficient support to our clients. In this role, you will troubleshoot and resolve product or service issues, working within a structured shift schedule to ensure our clients receive 24/7 support coverage. The ideal candidate should have strong problem-solving skills, a customer-first attitude, and the flexibility to work in a rotating shift environment.

Key Responsibilities

• Deliver exceptional customer support via phone, email, and live chat
• Manage and resolve client inquiries, technical issues, and service requests in a timely manner
• Accurately document client interactions and troubleshooting steps within the company's CRM or ticketing system
• Maintain up-to-date knowledge of company products, services, and system changes to better assist clients
• Escalate unresolved issues to the appropriate internal teams for further investigation and follow-up
• Monitor system alerts and proactively address potential client-impacting issues
• Adhere to shift schedules to ensure uninterrupted support coverage, including weekends and holidays
• Collaborate with other team members for seamless shift transitions and issue handovers

Shift Structure

• Shift 1: 11 PM - 7 AM
• Workweek: 6 days a week, 8-hour shifts

Requirements

• Education: Bachelor's degree or equivalent experience in IT, Customer Service, or a related field
• Experience: Minimum of 1 year in client support, technical support, or a similar customer-facing role
• Excellent English communication skills, both written and verbal.(Mandatory)
• Strong troubleshooting and critical thinking abilities
• Ability to work efficiently in a fast-paced, high-volume environment
• Proficiency in using CRM or helpdesk software
• Knowledge of IT systems, software, or technical troubleshooting is a plus

Preferred Skills

• Prior experience in shift-based work environments
• Familiarity with support tools like Jira, Salesforce, or similar platforms
• Ability to adapt to flexible work schedules, including weekends and public holidays
• Strong organizational skills and attention to detail

Benefits

• Competitive salary with shift allowances
• Paid time off and comprehensive health benefits
• Opportunities for career growth and development within the company
• Access to ongoing training and upskilling programs
• A dynamic work environment with a supportive team