Sr. Client Support Specialist in Noida at CareerBuilder

Date Posted: 11/20/2022

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Noida
  • Job Type:
  • Experience:
    3 - 5 years
  • Date Posted:
    11/20/2022

Job Description

Office Locations: Bangalore, India and Noida, India 

Job Title: Sr. Client Support Specialist

Department: Client Support & Services

Supervisor’s Title:  Manager, Client Support

City: Noida

State: Uttar Pradesh

Country: India

Date Last Edited: May 2022

 

 

We are looking for a Sr. Client Support Specialist to join our Support Team: our department provides post-sales client support and is responsible for ensuring positive client experience through high quality service and communication. This individual will be given authority and responsibility to drive issues to a final resolution and provide a single point of contact for Tier 2 technical and support issues. 

  

Major Responsibilities/Activities:  

  • Tier 2 Client Support via phone and email channels
  • Identifies the root cause of the client’s software or system issues and uses system analysis and testing techniques to solve low to complex application or system issues
  • Contributes to company knowledge repository by creating and modifying reusable solutions in the knowledge base
  • Documents each customer contact using our contact tracking system in a clear, concise and understandable format
  • Escalate unresolved customer issues with all pertinent information included, to Tier 3 Customer Centric Engineering or other appropriate technical teams
  • Continuously follow up with clients on status of issue within our defined milestones
  • Works collaboratively and effectively within a team of peers and promotes a positive, constructive attitude in the workplace.  This includes acting as a mentor and knowledge resource to others and identifies coaching/training opportunities
  • Stays current on technical and business knowledge in all assigned applications.  Seeks out opportunities to educate or share knowledge with team members
  • Lead or actively participate in internal projects such as improvements to processes, training development, capturing and maintaining knowledge repository
  • Act as a liaison between Support and Product Development
  • Serve as escalation point for escalated issues from internal Sales and Success teams

Job Requirements:

Job Requirements:  

  • Bachelor’s Degree (Preferred) or equivalent experience
  • 4- 6 years of experience in software application support or service organization
  • Advanced knowledge in addressing user inquires in one or more of the CareerBuilder applications
  • Proficient in Microsoft office products, especially: Excel, Outlook and PowerPoint
  • Experience with Salesforce.com or similar CRM systems (beneficial)

  

Additional Knowledge, Skills and Abilities:  

  • Requires the ability to adhere to a structured work schedule with rotating shifts and efficiently self-manage work time
  • Requires the ability to step through a linear analysis of complex technical issues and to identify problems and suggest solutions in a logical manner
  • Must be able to learn and apply technical knowledge, work within defined policy and procedures, and use standardized tools and technology to perform job functions
  • Requires strong verbal, listening and written communication skills
  • Working knowledge of XML, SQL, HTML/CSS
  • Able to learn quickly and adjust to changes smoothly

Benefits and Perks

Connecting people with meaningful work is one of the most important things anyone can do – which means we need to support the employees who make that possible. CareerBuilder’s team enjoys a host of perks and benefits, including: 

  • Group Health Insurance – Acko General
  • Group Personal Accidental Insurance – Acko General
  • Group Term Life Insurance – Tata Aia Life Insurance
  • Retirement Plan – Provident Fund
  • Retirement Plan – Group Gratuity Plan (Ggp)
  • Time off
    • Holidays
    • Casual Leaves
    • Sick Leaves
    • Maternity Leave
    • Paternity Leave
    • Compassionate Leave
  • Employee Referral Program
  • Remote Flexibility
  • Rewards & Recognition Program
  • Virtual Employee Events

TSR ID: 002754