BruntWork · India
Job Overview
Our client is looking for a dependable, client-focused Client Support Specialist who thrives in a remote, fast-paced environment. In this role, you will serve as the primary point of contact for clients, delivering clear, empathetic, and timely assistance. Working closely with international team leads and support teams, you will integrate directly into established workflows to resolve user inquiries, streamline support tickets, and ensure every client interaction reflects accuracy and high standards of service.
Schedule: Remote, Full Time | Monday - Friday, 8 fixed hrs. shifts during CST Business hours, with 1 hour unpaid break (40 work hours per week).
Responsibilities:
Deliver exceptional client support via chat, email, and ticketing channels during assigned shift hours.
Manage support tickets and follow established help desk workflows to ensure timely and effective resolution of client inquiries.
Troubleshoot platform issues, answer user questions, and guide clients on platform features using existing company workflows and support documentation.
Conduct client training and onboarding sessions, helping users understand platform features, workflows, and best practices.
Participate actively in weekly support team meetings (Tuesdays) and periodic company-wide staff meetings.
Collaborate seamlessly across time zones with team leads, product managers, and support staff based in North America, Latin America, and Asia.
Escalate complex technical inquiries or recurring platform bugs to engineering and product teams with clear, detailed documentation.
Continuously adopt and master internal support tools and software to maintain fast response and resolution times.
Requirements:
Proven track record in a Client Support, Technical Support, or Client Success role (SaaS experience is a major plus).
Help Desk & Ticketing Systems: Direct experience handling support tickets and help desk workflows.
Proven experience providing customer support through both live chat and phone channels.
Experience conducting client training, onboarding sessions, or product walkthroughs.
Exceptional written and verbal English communication skills with strong attention to tone and clarity.
Proficient with modern help desk software, CRM platforms, and communication tools; fast learner when adapting to new software and AI-assisted tools.
Must have a dedicated home office setup, a high-speed and stable internet connection, and backup power/internet solutions.
Qualities
Self-Starter & Independent: Able to manage ticket queues and make sound decisions with minimal supervision.
Dependable & Dedicated: Strong work ethic, punctual, and committed to meeting team objectives during shift hours.
Flexible: Comfortable collaborating with an international, multicultural team and open to occasionally attending key alignment meetings outside standard shift hours.
Independent Contractor Perks
Permanent work from home
Immediate hiring
Health Insurance Coverage for eligible locations
