CLIENT SUPPORT SPECIALIST (4 TO 5 YEARS)

Position Description.
Location.
Bangalore Job Type.
Full-time Department.
Client Support & Services Experience.
4 to 5 years We are seeking a motivated and detail-oriented Client Support Specialist to join our Client Support & Services team.
The ideal candidate will be responsible for providing exceptional support via email communications, understanding and troubleshooting various product versions, and ensuring client queries are resolved promptly and professionally.
The role requires a strong understanding of our product suite and excellent written communication skills to respond to clients, resolve issues, and provide accurate information regarding product versions, updates, and functionality.
Your future duties and responsibilities.
Client Communication & Support.
• Serve as the first point of contact for clients via email, responding to inquiries regarding product functionality, issues, and support requests.
• Provide timely and accurate solutions to customer issues, ensuring clarity and professionalism in all communications.
• Maintain a positive, empathetic, and professional attitude toward clients at all times.
• Resolve client issues effectively by leveraging a deep understanding of product features, functionality, and common troubleshooting steps.
Product Knowledge & Troubleshooting.
• Develop and maintain a strong understanding of the company’s products, their features, and various versions.
• Stay updated on new product releases, features, and enhancements to effectively assist clients with questions related to the latest versions.
• Troubleshoot and guide clients through resolving technical or operational issues related to the product.
• Identify and escalate complex technical issues to the appropriate internal teams (e.
., technical support, product development) for further resolution.
Documentation & Reporting.
• Accurately document client interactions, issues, and resolutions in the support ticketing system JIRA.
• Track and report on common issues, product trends, or client feedback to the product and development teams.
• Maintain internal knowledge base articles and FAQs to empower clients with self-service resources and ensure they have up-to-date information.
Collaboration & Teamwork.
• Collaborate with internal teams, including product management and development, to ensure client issues are prioritized and resolved efficiently.
• Participate in team meetings and training sessions to enhance product knowledge and improve customer support processes.
• Assist in testing new product releases and provide feedback based on customer insights and issues reported.
Customer Satisfaction.
• Ensure high levels of client satisfaction by delivering consistent and accurate support in a professional manner.
• Follow up with clients to ensure their issues have been resolved and they are satisfied with the outcome.
• Help drive continuous improvement in client support by suggesting improvements to communication processes or product features based on client feedback.
Required qualifications to be successful in this role.
Preferred Qualifications.
• Experience with ticketing systems like JIRA.
• Familiarity with product release cycles, software updates, and version control.
• Experience with SaaS products or enterprise software solutions.
• Bachelor’s degree in a related field or equivalent work experience Skills.
Client Management Insurance What you can expect from us.
Together, as owners, let’s turn meaningful insights into action.
Life at CGI is rooted in ownership, teamwork, respect and belonging.
Here, you’ll reach your full potential because… You are invited to be an owner from day 1 as we work together to bring our Dream to life.
That’s why we call ourselves CGI Partners rather than employees.
We benefit from our collective success and actively shape our company’s strategy and direction.
Your work creates value.
You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.
You’ll shape your career by joining a company built to grow and last.
You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.
Come join our team—one of the largest IT and business consulting services firms in the world.