Client Support Specialist- Tier 1 (C-1126131)

Cloudelligent is seeking a skilled 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 managing incoming support requests efficiently. The ideal candidate will be responsible for logging incidents accurately, troubleshooting technical issues, and collaborating with internal teams to resolve problems promptly. Additionally, the role involves maintaining user accounts, clearing server jobs that affect customer processes, and documenting system procedures for both internal staff and external users.

Key Responsibilities
- Accurately log all incoming calls and support requests to ensure proper tracking and resolution.
- Gather detailed information from end users to facilitate effective troubleshooting and problem diagnosis.
- Respond to incidents and requests via the Help Desk, providing technical assistance to end users.
- Manage user accounts by creating, updating, or deleting them as required.
- Clear server jobs that may be obstructing customer workflows.
- Document system processes and develop knowledge base articles for internal teams and external clients.
- Diagnose technical issues and engage appropriate resources to ensure timely resolution.
- Provide follow-up 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 a strong motivation and ability to learn new technologies quickly with minimal supervision.
- Approach customer service with empathy and professionalism.
- Assess incoming requests with a troubleshooting mindset to identify root causes.
- Exhibit high organizational skills, attention to detail, responsiveness, and persistence in problem-solving.
- Apply alternative solutions when faced with complex issues.
- Show flexibility in work schedule to meet business needs outside regular 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 functions.
- Experience working with billing, invoicing systems, or other financial applications.
- Proven track record of delivering effective client service within a technology-driven team environment.
- Excellent interpersonal skills, including active listening and professional demeanor under pressure.
- Self-motivated with the ability to work independently or collaboratively within a project team with limited supervision.

Cloudelligent is a cloud-native consultancy and an AWS Advanced Consulting Partner dedicated to helping businesses—from SMBs to large enterprises and non-profit organizations—maximize their cloud investments. We pride ourselves on our international presence, diverse team of domain experts, and a customer-obsessed culture. Joining Cloudelligent means becoming part of a forward-thinking company that values innovation, continuous learning, and exceptional client service.

If you are passionate about technology, customer support, and working in a dynamic environment, this role offers an excellent opportunity to grow your career while contributing to meaningful cloud solutions.