Client Support Specialist - India

Finalsite; United States; Remote; USD 4,200 - 7,400; Full time

Job summary

Finalsite is seeking a Client Support Specialist to join our remote team. You will act as Tier 1 support across ticketing, phone, and chat, educating clients and guiding them through solutions for our Content Management System and product suite.

You will troubleshoot issues, report bugs, and coordinate with Tier 2 as needed. A strong command of English and CMS experience are essential, with a requirement to work from India and overlap with global colleagues.

Qualifications

• Must have strong English written and spoken skills (B2 or C1 level).
• Experience with websites built via CMS (WordPress, Squarespace, Wix, Weebly, Joomla, etc.).
• Prior customer service or technical support experience (2–4 years).
• Experience with support desk software (Zendesk preferred).
• Based in India with overlap with Europe/US colleagues; IST working hours.

Responsibilities

• Assist clients via ticketing, phone, chat and social channels promptly.
• Stay updated on product features, help center articles, and trends.
• Provide support, training, best practices, and implementation help for CMS products.
• Troubleshoot issues, file detailed bug reports, and suggest enhancements.
• Participate in daily stand-up meetings to discuss challenging tickets and bugs.

Skills

English fluency

CMS experience

Zendesk

Customer service

Multitasking

Phone support

Education

Associate's or Bachelor's degree

Tools

Zendesk

Job description

Location

Remote, India. Full time employment for this role.

Finalsite is a global company and to enable strong collaboration, we have established common core working hours. Candidates should be comfortable working from 6.30 AM - 3.30 PM IST.

Summary of Responsibility

The Client Support Specialist serves an essential role, meeting the front-line needs of clients through ticketing, phone and chat channels. Client Support Specialists work to educate, empower, troubleshoot issues, and implement solutions for clients. The Client Support Specialist serves as Tier 1 for client issues, escalating and interfacing with Tier 2 and other company personnel as needed.

Key Responsibilities

• Support clients via ticketing, phone, chat and social media channels in a timely manner
• Stay up to date (through software update blogs, new help center articles, and training) on new product features and improvements, as well as web trends.
• Provide support, training, best practice, and implementation assistance across our Content Management System and suite of products.
• Troubleshoot, investigate, and create detailed software bug reports, and product enhancement requests.
• Participate daily in team stand-up meetings covering challenging tickets, software bugs, and other items of note.
• Ability to solve a portion of incoming calls while on the phone, summarizing and escalating others as appropriate.
• Strengthen the Finalsite brand by exhibiting excellence in product knowledge and customer service.

Qualifications and Skills

Required:

• Associate’s or Bachelor’s degree preferred, or commensurate experience.
• English language proficiency - written and spoken. Strong English language skills are mandatory. Prefer someone at B2 or C1 level.
• Entry-level experience with websites built via content management systems (Wordpress, Squarespace, Wix, Weebly, Joomla, etc.) preferred.
• Ability to multitask and maintain patience when faced with challenging situations.
• Prior customer service or technical support experience preferred (min 2-4 years).
• Experience with support desk software (Zendesk preferred).
• Finalsite is a global company and to enable strong collaboration, we have established common core working hours. Candidates should be comfortable working from 6.30am-3.30pm IST.
• Based in India, with regular working overlap with colleagues in Europe and the United States

Residency Requirement

Finalsite offers 100% fully remote employment opportunities, however, these opportunities are limited to permanent residents of India. Current residency, as well as continued residency, within India is required to obtain (and retain) employment with Finalsite.