Client Support Associate

Summary

Join DiligenceVault, a leading technology platform, as a Client Support Associate! Based remotely in India, you will provide high-quality support to global clients. Responsibilities include managing client communications, resolving issues, collaborating with internal teams, and ensuring a smooth user experience. This role requires 4-5 years of B2B client services experience in a technology company. Strong communication and problem-solving skills are essential. DiligenceVault offers competitive benefits, including medical insurance, wellness reimbursement, training reimbursement, flexible paid time off, remote work, team offsites, and a reward and recognition program.

Requirements

• 4-5 years of hands-on experience within Client Services at a B2B technology product company is a MUST (self-service software experience will also be considered)
• Strong client-interaction and communication skills. including the ability to react to client issues, assess and address them in a timely manner
• Willingness and desire to solve problems efficiently and effectively
• You consider yourself to be a problem solver
• Process-oriented, including issue tracking and incident management
• Independent self-starter willing to propose game-changing ideas
• Ability to succeed in a remote team environment and a global team

Responsibilities

• Manage day-to-day client communications through a ticket-based support system
• Respond promptly to support inquiries from the clients, providing accurate solutions and guidance
• Collaborate with Product & Engineering teams to relay client feedback and assist with implementation-related issues
• Troubleshoot client issues, perform basic root cause analysis, and follow through to resolution
• Monitor system logs and proactively flag and escalate errors or recurring issues to appropriate technical teams
• Develop a deep understanding of the DiligenceVault platform and become a subject matter expert on its core functionalities
• Assist in creating and maintaining product documentation, FAQs, and internal knowledge base articles
• Help conduct user training sessions and webinars as needed

Preferred Qualifications

Experience working with asset managers / institutional investors is a strong plus

Benefits

• Medical Insurance Coverage
• Wellness Reimbursement
• Training Reimbursement
• Flexible Paid Time Off Policy
• Work From Home
• Team Offsites
• Reward & Recognition Program