Position Overview:
We are seeking a Customer Support Specialist to handle Tier 1 support and client relationships by answering Support
calls from our clients, resolving issues and ensuring all appropriate follow up to confirm complete client satisfaction.
Our support team works closely with both our Customer Success Team and our ProdOps team to ensure speedy
resolution of all issues, and you must be extremely proficient in articulating with both technical and non-technical staff
and users.

The primary attribute we are looking for is excellent customer service with superb communication skills who has a
passion for helping people and who is unflappable under pressure. You will have a commitment to offer the best
customer service possible and the self-confidence to work with senior executives across the globe.

Key Responsibilities
• Interact with customers to provide and process information in response to inquiries, concerns, and requests
about products and services
• Gather customer’s information and determine the issue by evaluating and analyzing the symptoms




• Diagnose and resolve technical and software issues involving internet connectivity, login problems and more
• Research required information using available resources
• Follow standard processes and procedures
• Identify and escalate priority issues per Client specifications
• Redirect problems to appropriate resource
• Accurately process and record call transactions using a computer and designated CRM software
• Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business
• Organize ideas and communicate oral messages appropriate to listeners and situations
• Follow up and make scheduled call backs to customers where necessary
• Stay current with system information, changes and updates
Required Experience/Skills
• 1-3 years’ experience of phone-based Software Application/Technical Support/Customer Service supporting
end users
• Excellent communication skills

📌 Customer Support Specialist (Bengaluru)
🏢 Diligent
📍 Bengaluru