Client Support Specialist

✨ What you’ll be working on

Key Responsibilities

• Support clients via ticketing, phone, chat and social media channels in a timely manner
• Stay up to date (through software update blogs, new help center articles, and training) 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 and Skills

Required:

• Associate’s or Bachelor’s degree preferred, or commensurate experience.
• English language proficiency – written and spoken. Strong English language skills are mandatory. Prefer someone 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).
• Finalsite is a global company and to enable strong collaboration, we have established common core working hours. Candidates should be comfortable working from 6.30am-3.30pm IST.
• Based in India, with regular working overlap with colleagues in Europe and the United States