Client Support Specialist- Tier 1

Cloudelligent is seeking a dedicated Client Support Specialist - Tier 1 to join our team in Lahore. This role operates during the hours of 6 PM to 3 AM PKT and focuses on delivering exceptional customer service by managing incoming calls and requests efficiently. The ideal candidate will be responsible for accurately logging incidents, 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 staff and external clients.

Key Responsibilities
- Accurately log all incoming calls and requests, ensuring detailed and precise documentation.
- Capture comprehensive descriptions from end users to aid in effective troubleshooting.
- Respond promptly to incidents and requests from the Help Desk, providing technical assistance to end users.
- Manage user accounts by creating, updating, and deleting them as required.
- Clear server jobs that may be obstructing customer processes to maintain smooth operations.
- Document system processes and develop knowledge base articles for both internal teams and external audiences.
- Diagnose technical issues and engage appropriate resources to resolve problems efficiently.
- Provide timely follow-up and status updates to end users, adhering to established support policies and procedures.
- Maintain excellent verbal and written communication skills to facilitate clear and professional interactions with clients and colleagues.
- Continuously improve knowledge of company-supported tools, applications, and reporting systems.
- Demonstrate the ability and motivation to quickly learn new technologies with minimal supervision.
- Approach customer service with empathy, ensuring a positive client experience.
- Assess and gather detailed information on incoming requests with a strong troubleshooting mindset.
- Exhibit high organizational skills, attention to detail, responsiveness, and persistence in problem-solving.
- Apply alternative solutions when faced with complex problems, showing flexibility and adaptability.
- Be willing to work flexible hours to meet the needs of the position outside of 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 Suite, 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-focused team.
- Excellent interpersonal skills, including active listening and the ability to maintain professionalism 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 focus on practical, scalable solutions at the intersection of cloud, data, and AI, including Generative AI and Agentic AI, to solve real business challenges. Joining our team means becoming part of a customer-obsessed company with an international presence and a commitment to innovation.

This position offers an opportunity to grow your technical support skills while contributing to a forward-thinking company that values empathy, problem-solving, and continuous learning. If you are motivated to work in a dynamic environment and meet the outlined qualifications, we encourage you to apply.