Job Description

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.