Client Support Specialist- Tier 1

Cloudelligent, an AWS Premier Consulting Partner specializing in cloud modernization, migration, and innovation, is looking for a Client Support Specialist - Tier 1 to join their team in Islamabad. This role operates from 6 PM to 3 AM PKT and focuses on delivering excellent customer service by managing incoming support requests, troubleshooting technical issues, and collaborating with internal teams to resolve problems efficiently. The position also involves maintaining user accounts, clearing server jobs, and documenting system processes to support both internal teams and external clients. Cloudelligent is committed to practical, scalable solutions in Generative AI and Agentic AI, serving a global customer base with a strong customer-centric approach.

Key Responsibilities

- Accurately log all incoming calls and support requests to ensure proper tracking and timely resolution.
- Capture detailed descriptions from end users to facilitate effective troubleshooting and problem-solving.
- Respond promptly to incidents and requests through the Help Desk, providing technical assistance to users.
- Manage user accounts by creating, updating, or deleting them as required to maintain system integrity.
- Clear server jobs that may obstruct customer processes to ensure smooth system operations.
- Document system processes and develop knowledge base articles to support both internal teams and external clients.
- Diagnose technical issues and engage appropriate resources to ensure timely and effective problem resolution.
- Provide follow-up status updates to end users in line with established support policies and procedures.
- Maintain excellent verbal and written communication skills for clear and professional interaction with clients and colleagues.
- Continuously update 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, professionalism, and a troubleshooting mindset.
- Exhibit strong organizational skills, attention to detail, responsiveness, and persistence in managing support tasks.
- Solve complex problems by applying alternative solutions when necessary.
- 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.
- 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 maintaining a professional demeanor under pressure.
- Self-motivated with the ability to work independently or collaboratively within a project team with limited supervision.

Cloudelligent offers an opportunity to work in a dynamic environment at the forefront of cloud and AI technology, supporting a diverse international client base. This role is ideal for candidates who are detail-oriented, customer-focused, and eager to develop their technical expertise in a fast-paced setting.