Product Support Specialist

Cialfo, a leading platform connecting students, higher education institutions, and counselors through technology, is seeking a Product Support Specialist to join our Client Experience team in Delhi, India. As a vital part of our daily support operations, you will play an integral role in fostering long-term client relationships and cultivating vocal advocates for our platform. This role reports to the Client Experience Operations Team Lead and supports a global clientele.

What You Will Do

• Product Knowledge Development

  • Gain in-depth expertise in Cialfo software and its products, understanding default logic and behaviors.
  • Distinguish between software bugs/defects and areas for enhancement.
  • Participate in user testing for new features.

• Client Support and Troubleshooting

  • Resolve technical issues for clients through effective communication and problem-solving.
  • Guide clients through software features and functionalities.
  • Contribute to the Help Center by creating tailored articles.
  • Perform data uploading tasks with high accuracy.
  • Collaborate with associates to prioritize and escalate support cases, conducting knowledge sharing sessions.
  • Maintain composure and resilience in a dynamic support environment.

• Product Collaboration

  • Work with the Engineering team to diagnose and resolve issues, and provide client feedback to the Product team.
  • Document bugs comprehensively with detailed steps, screenshots, and replication rates.

• Client Experience Team Support

  • Act as a trusted, approachable advisor within the team.
  • Proactively identify solutions to achieve team goals.
  • Maintain an internal knowledge base with updated workflows and documentation.
  • Serve as a liaison between client support and internal teams like account management, sales, and management.

About You

Qualifications

• A Bachelor's degree in a relevant field.

Experience

• 1+ years of experience in technical support, customer success, client experience, account management, or strategic consulting.

Skills

• Exceptional written and verbal English communication skills (minimum C1).
• Experience in managing high-profile clients, relationship building, community building, or knowledge management.
• Proficiency with client service management applications such as JIRA, Intercom, Salesforce Service Cloud, or Zendesk.
• Familiarity with Slack, Google Suite, Asana, and Microsoft Excel.

Qualities

• Client-obsessed with a passion for exceptional client experiences.
• Solutions-oriented with a drive for continuous skill development.
• Diplomatic, tactful, and poised under pressure.
• Skilled in building rapport, managing expectations, and diffusing tense situations.
• Self-starter with the ability to work both independently and collaboratively.
• Team player who values diverse perspectives; global experience is a plus.

Nice to Have

• Experience in SaaS education technology is preferred.