Customer Support Specialist

Burjline Builders; New York (NY); On-site; USD 34,000 - 48,000; Full time

Benefits offered by this job

Competitive hourly wage

Health benefits

Paid time off

401(k) retirement plan

Collaborative culture

Job summary

eAlliance is seeking a dedicated Customer Support Specialist to join our growing team. As the first point of contact for clients, you will deliver timely, accurate responses and guide users through our Generative AI, RPA, and Big Data solutions.

This full-time role requires strong communication, problem solving, and the ability to manage multiple inquiries across email, phone, and chat. You will help expand our knowledge base, document interactions in CRM, and collaborate with sales and

Qualifications

• Experience in customer or technical support, preferably in tech or professional services.
• Strong verbal and written communication; able to explain technical concepts clearly.
• Analytical mindset with attention to detail and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Customer-centric approach with passion for excellent service.
• Experience with CRM and help-desk tools is a plus.
• Foundational interest in AI, Big Data, or ERP technologies.

Responsibilities

• Serve as the primary contact for customer inquiries via email, phone, and chat.
• Troubleshoot and resolve issues related to AI, RPA, and Big Data solutions.
• Escalate complex queries to technical teams and drive resolution.
• Maintain records of interactions in the CRM system.
• Contribute to knowledge base with clear support documentation.
• Gather customer feedback to help improve products.
• Collaborate with sales and development for a cohesive customer journey.
• Educate clients on product features to maximize value.

Skills

Communication skills

Analytical thinking

Customer-centric

CRM experience

Problem solving

Multitasking

Empathy

Tools

CRM systems

Helpdesk software

Job description

eAlliance, a leading professional services firm with over 20 years of experience, is seeking a dedicated and professional Customer Support Specialist to join our dynamic team. As a company at the forefront of the AI transformation, we build intelligent solutions using Generative AI, RPA, and Big Data to solve real-world business problems. This is a Full-Time position. The successful candidate will be the first point of contact for our clients, providing exceptional support and ensuring a seamless customer experience that reflects our commitment to excellence and innovation. We are offering a competitive hourly rate of $24.91 - $35.61 USD for this role.

Responsibilities

• Serving as the primary point of contact for customer inquiries, providing timely and accurate support via email, phone, and online chat.
• Troubleshooting and resolving technical issues related to our bespoke AI, RPA, and Big Data solutions.
• Escalating complex queries to the appropriate technical teams and managing the issue through to resolution.
• Maintaining meticulous records of all customer interactions, transactions, and feedback within our CRM system.
• Developing and contributing to our knowledge base by creating clear and concise support documentation.
• Gathering valuable customer feedback to help our product and development teams drive continuous improvement.
• Collaborating effectively with internal teams, including sales and development, to ensure a cohesive and positive customer journey.
• Educating clients on product features and helping them to maximize the value of our solutions.

Qualifications

• Proven experience in a customer support, technical support, or client services role, preferably within the technology or professional services sector.
• Exceptional verbal and written communication skills, with the ability to explain complex technical concepts in a clear and understandable manner.
• Strong analytical and problem-solving skills, with a keen eye for detail.
• The ability to work effectively in a fast-paced environment and manage multiple priorities simultaneously.
• A customer-centric mindset with a genuine passion for providing outstanding service.
• Proficiency in using help-desk software and CRM systems.
• A patient, empathetic, and professional demeanor at all times.
• A foundational understanding of or keen interest in technologies such as AI, Big Data, or ERP systems would be highly advantageous.

Benefits

• A competitive hourly wage and opportunities for professional growth.
• Comprehensive health and wellness benefits.
• Generous paid time off and holiday allowance.
• 401(k) retirement plans.
• A supportive, collaborative, and forward-thinking company culture.