Sr. Client Support Specialist in Noida at CareerBuilder

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