[Hiring] Client Support Specialist @Finalsite

Role Description

The Client Support Specialist serves an essential role, meeting the front-line needs of clients through ticketing, phone and chat channels. Client Support Specialists work to educate, empower, troubleshoot issues, and implement solutions for clients. The Client Support Specialist serves as Tier 1 for client issues, escalating and interfacing with Tier 2 and other company personnel as needed.

Key Responsibilities

• Support clients via ticketing, phone, chat and social media channels in a timely manner.
• Stay up to date on new product features and improvements, as well as web trends.
• Provide support, training, best practice, and implementation assistance across our Content Management System and suite of products.
• Troubleshoot, investigate, and create detailed software bug reports, and product enhancement requests.
• Participate daily in team stand-up meetings covering challenging tickets, software bugs, and other items of note.
• Ability to solve a portion of incoming calls while on the phone, summarizing and escalating others as appropriate.
• Strengthen the Finalsite brand by exhibiting excellence in product knowledge and customer service.

Qualifications

• Associate’s or Bachelor’s degree preferred, or commensurate experience.
• English language proficiency - written and spoken.
• Strong English language skills are mandatory (preferably at B2 or C1 level).
• Entry-level experience with websites built via content management systems (Wordpress, Squarespace, Wix, Weebly, Joomla, etc.) preferred.
• Ability to multitask and maintain patience when faced with challenging situations.
• Prior customer service or technical support experience preferred (min 2-4 years).
• Experience with support desk software (Zendesk preferred).
• Based in India, with regular working overlap with colleagues in Europe and the United States.

Requirements

• Finalsite offers 100% fully remote employment opportunities, limited to permanent residents of India.
• Current residency, as well as continued residency, within India is required to obtain (and retain) employment with Finalsite.

Disclosures

• Finalsite is proud to be an equal opportunity workplace and is an affirmative action employer.
• We are committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.
• We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.
• If you have a disability or special need that requires accommodation, please contact Finalsite's People Operations Team.
• Ensure your Finalsite job offer is legitimate and don't fall victim to fraud.