Client Support Specialist- Tier 1

Cloudelligent is seeking a dedicated Client Support Specialist - Tier 1 to join our team in Islamabad. This role operates during the 6pm to 3am PKT shift and focuses on delivering outstanding customer service by efficiently managing incoming calls and support requests. The ideal candidate will be responsible for logging incidents accurately, troubleshooting technical issues, and collaborating with internal teams to ensure timely resolution. Additionally, the role involves maintaining user accounts, clearing server jobs, and documenting system processes to support both internal teams and external clients.

Key Responsibilities
- Accurately log all incoming calls and support requests with detailed descriptions to facilitate effective troubleshooting.
- Respond promptly to incidents and requests from the Help Desk, providing technical assistance to end users.
- Manage user accounts by creating, updating, or deleting them as per requests.
- Clear server jobs that may be obstructing customer processes to maintain smooth operations.
- Document system processes and develop knowledge base articles for internal and external use.
- Diagnose technical issues and engage appropriate resources to ensure efficient problem resolution.
- Provide timely follow-up and status updates to end users in line with support policies and procedures.
- Maintain excellent verbal and written communication skills to interact effectively with clients and colleagues.
- Continuously improve knowledge of company-supported tools, applications, and reporting systems.
- Demonstrate the ability to quickly learn new technologies with minimal supervision.
- Approach customer service with empathy, assessing and gathering detailed information with a troubleshooting mindset.
- Exhibit strong organizational skills, attention to detail, responsiveness, and persistence in problem-solving.
- Apply alternative solutions when necessary to resolve complex issues.
- Show flexibility in work schedule to meet the needs of the position outside regular business hours.

Required Qualifications
- Bachelor’s degree in Business Administration or a related field.
- Minimum of 2 years’ experience supporting enterprise-level software solutions.
- Proficiency with current Windows Operating Systems, Microsoft Office, Zendesk, or similar support and ticketing platforms.
- Strong background in Finance, Accounts Payable, or Accounts Receivable.
- Experience working with billing, invoicing systems, or other financial applications.
- Proven track record of delivering effective client service within a technology team environment.
- Excellent interpersonal skills, including active listening and professional conduct under pressure.
- Self-motivated with the ability to work independently or collaboratively within a project team with limited supervision.

Cloudelligent is an AWS Premier Consulting Partner dedicated to helping organizations modernize, migrate, and innovate in the cloud. We operate at the intersection of cloud, data, and AI, focusing on practical, scalable solutions in Generative AI and Agentic AI. Our customer-centric approach and international presence make us a dynamic place to grow your career in cloud technology and client support.

This position offers an opportunity to work in a fast-paced, technology-driven environment where your skills in client support and problem-solving will be highly valued. If you are motivated to learn, adaptable, and committed to delivering excellent service, this role at Cloudelligent could be the perfect fit.