Client Support Specialist - India
Job description
The Client Support Specialist is a Tier 1 front-line support role serving Finalsite's school clients through ticketing, phone, chat and social media channels. The role focuses on educating, empowering, troubleshooting and implementing solutions for clients across the company's CMS and product suite.
At a glance
- Employment
- Full-time · Employee (employment agreement)
- Work mode
- Remote · India
- Languages
- English – B2 or C1
What you'll do
- 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
What we're looking for
- 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
- Ability to multitask and maintain patience when faced with challenging situations
- Based in India, with regular working overlap with colleagues in Europe and the United States
- Comfortable working from 6.30am-3.30pm IST
- Current residency, as well as continued residency, within India is required to obtain (and retain) employment with Finalsite
Nice to have
- Entry-level experience with websites built via content management systems (Wordpress, Squarespace, Wix, Weebly, Joomla, etc.) preferred
- Prior customer service or technical support experience preferred (min 2-4 years)
- Experience with support desk software (Zendesk preferred)
Apply
Direct apply at Finalsite
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About Finalsite
The preferred website, communications, enrollment, and marketing platform of more than 7,000 schools and school districts in 119 countries around the world
Finalsite is the preferred website, communications, enrollment, and marketing platform of more than 7,000 schools and school districts in 119 countries around the world. The company's people, products and services transform how schools connect and engage with their community, recruit students and staff, and fundraise; while managing the complex requirements around data privacy, accessibility, hosting and security. Finalsite products and services include award-winning website designs, a robust content management system, mass communications tools, a powerful enrollment management system, innovative inbound marketing tools, data integration, training, support and marketing consulting.
Mission
To build innovative solutions that elevate school engagement.
Key facts
- Glastonbury, CT, USA
- More than 7,000 schools and school districts in 119 countries use Finalsite
- Employees work remotely in nearly every state in the U.S. as well as Europe, South America, and Asia
- Offers 100% fully remote employment opportunities limited to permanent residents of India for this role