This is a fully remote position, open to applicants in India.

📋 Description

• Assist clients through ticketing systems, phone, chat, and social media platforms.

• Keep up-to-date with product features, enhancements, and web trends by reviewing software update blogs, help center articles, and training materials.

• Deliver support, training, best practices, and implementation guidance across the Content Management System and product suite.

• Diagnose and investigate issues; prepare comprehensive software bug reports and product enhancement requests.

• Engage in daily team stand-up meetings to discuss challenging tickets, software bugs, and other significant topics.

• Handle some incoming calls during phone support; summarize and escalate others as needed.

• Act as Tier 1 for client inquiries, escalating and collaborating with Tier 2 and other company personnel as necessary.

• Enhance the Finalsite brand through extensive product knowledge and exceptional customer service.

⛳️ Requirements

• Preferred qualifications include an Associate’s or Bachelor’s degree, or equivalent experience.

• Proficiency in written and spoken English is essential; B2 or C1 level is preferred.

• Experience with websites created through content management systems like WordPress, Squarespace, Wix, Weebly, or Joomla is preferred for entry-level candidates.

• Capability to multitask and demonstrate patience in challenging circumstances is necessary.

• Previous experience in customer service or technical support is preferred (minimum 2–4 years).

• Familiarity with support desk software; experience with Zendesk is preferred.

• Must be comfortable working from 6:30 AM to 3:30 PM IST.

• Residency in India is required, with regular working overlap with colleagues in Europe and the United States.

• Continuous residency in India is mandatory.