Client Support Specialist

About the Role

The Client Support Specialist role at Talogy is primarily responsible for supporting customers and colleagues. People in this role are the front-line providers of excellent customer service to clients and partners who are using Talogy systems, working closely with other departments such as Sales, Consulting, Software Engineering and Product Management to ensure timely resolution of issues, complaints and challenges.

This is a full-time, permanent position. Day-to-day the role can be performed remotely, with the expectation of occasional travel to Talogy offices in their region for team collaboration, meetings, and workshops.

Please note, we have seven roles available, all with different shift patterns which have been included below.

When applying for this role, please also advise whether you have a preferential shift pattern or if you are happy with any of the shift patterns.

• Shift 1: Saturday-Wednesday 5:30AM IST to 2:30PM IST
• Shift 2: Wednesday-Sunday 2:30PM IST to 11:30PM IST
• Shift 3: Wednesday-Sunday11:30PM IST to 8:30AM IST
• Shift 4: Friday-Monday 2:30AM IST to 1:30PM IST
• Shift 5: Thursday-Saturday 7:30AM IST to 6:30PM IST, Sunday 1:30PM IST to 12:30AM IST
• 
  Shift 6 - Sunday-Thursday 12:30PM IST to 9:30PM IST
• Shift 7 - Monday-Friday 8:30PM IST to 5:30AM IST

*Candidates will need to be flexible to cover other agents during personal or public holidays.

Role Responsibilities

• Developing a working knowledge of Talogy solutions and the administrative side of our platforms.
• Responding promptly and professionally to requests for client support, with the aim of ensuring satisfactory resolutions for all parties.
• Supporting clients with implementing their own assessment and development projects on Talogy platforms.
• Taking live calls and emails from clients and handling them in a friendly and professional manner. Scenarios can include (but not limited to):
• Supporting customers (internal and external) with resolving issues, answering general questions and requests for information about our services.
• Handling complaints or feedback on live projects.

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• Reporting bugs or other software/product/platform issues, and collaborating with teams like Software Engineering and Product Management to implement fixes for client projects.
• Providing feedback on support tickets to colleagues in other departments.
• Meeting service level agreements (SLAs) .
• Following processes around documentation of client work and interactions, e.g. utilizing client relationship management and project management tools such as Salesforce and OpenAir.

Knowledge, Skills and Experience Requirements

• Strong IT skills and the ability to learn new systems and administrative portals quickly.
• Proficiency with Microsoft Office products, e.g. Outlook, Excel, Word, Teams etc.
• Previous experience in a client/customer service environment is preferred, e.g. call center, retail, hospitality etc.
• Previous experience in the talent management industry is desirable but not required.
• Demonstrable evidence of being able to collaborate effectively with others, manage personal assignments, and drive tasks through to resolution.