Job Vacancy Karachi, Sindh Position Client Support Executive (Night Shift) at Minerva Research Solutions

Job Overview:

The Client Support Executive is responsible for providing timely and efficient support to our clients. In this role, you will troubleshoot and resolve product or service issues, working within a structured shift schedule to ensure our clients receive 24/7 support coverage. The ideal candidate should have strong problem-solving skills, a customer-first attitude, and the flexibility to work in a rotating shift environment.

Key Responsibilities:

• Deliver exceptional customer support via phone, email, and live chat.
• Manage and resolve client inquiries, technical issues, and service requests in a timely manner.
• Accurately document client interactions and troubleshooting steps within the company’s CRM or ticketing system.
• Maintain up-to-date knowledge of company products, services, and system changes to better assist clients.
• Escalate unresolved issues to the appropriate internal teams for further investigation and follow-up.
• Monitor system alerts and proactively address potential client-impacting issues.
• Adhere to shift schedules to ensure uninterrupted support coverage, including weekends and holidays.
• Collaborate with other team members for seamless shift transitions and issue handovers.

Shift Structure:

• Shift 1: 11 PM – 7 AM
• Workweek: 6 days a week, 8-hour shifts

Requirements:

• Education: Bachelor’s degree or equivalent experience in IT, Customer Service, or a related field.
• Experience: Minimum of 1 year in client support, technical support, or a similar customer-facing role.
• Excellent English communication skills, both written and verbal.(Mandatory)
• Strong troubleshooting and critical thinking abilities.
• Ability to work efficiently in a fast-paced, high-volume environment.
• Proficiency in using CRM or helpdesk software.
• Knowledge of IT systems, software, or technical troubleshooting is a plus.

Preferred Skills:

• Prior experience in shift-based work environments.
• Familiarity with support tools like Jira, Salesforce, or similar platforms.
• Ability to adapt to flexible work schedules, including weekends and public holidays.
• Strong organizational skills and attention to detail.

Benefits:

• Competitive salary with shift allowances.
• Paid time off and comprehensive health benefits.
• Opportunities for career growth and development within the company.
• Access to ongoing training and upskilling programs.
• A dynamic work environment with a supportive team.

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