Client Support Specialist

Position Description :

Company Profile :

Founded in 1976 CGI is among the largest independent IT and business consulting services firms in the world. With 94000 consultants and professionals across the globe CGI delivers an end-to-end portfolio of capabilities from strategic IT and business consulting to systems integration managed IT and business process services and intellectual property solutions. CGI works with clients through a local relationship model complemented by a global delivery network that helps clients digitally transform their organizations and accelerate results. CGI Fiscal 2024 reported revenue is CA$14.68 billion and CGI shares are listed on the TSX (GIB.A) and the NYSE (GIB). Learn more at .

Job Title : Client Support Specialist

Position : Software Engineer

Experience : 3 to 5 Years

Category : Software Development / Engineering

Shift : Timing / rotation etc. details

Main location : India Karnataka Bangalore

Position ID : J0925-0178

Employment Type : Full Time

Position Description : We are looking for an experienced Java Backend Developer to join our team. The ideal candidate should be passionate about coding and developing scalable and high-performance applications. You will work closely with our front-end developers designers and other members of the team to deliver quality solutions that meet the needs of our clients.

Your future duties and responsibilities :

We are seeking a motivated and detail-oriented Client Support Specialist to join our Client Support & Services team. The ideal candidate will be responsible for providing exceptional support via email communications understanding and troubleshooting various product versions and ensuring client queries are resolved promptly and professionally. The role requires a strong understanding of our product suite and excellent written communication skills to respond to clients resolve issues and provide accurate information regarding product versions updates and functionality.

Key Responsibilities :

Communication & Support :

oServe as the first point of contact for clients via email responding to inquiries regarding product functionality issues and support requests.

oProvide timely and accurate solutions to customer issues ensuring clarity and professionalism in all communications.

oMaintain a positive empathetic and professional attitude toward clients at all times.

oResolve client issues effectively by leveraging a deep understanding of product features functionality and common troubleshooting steps.

Knowledge & Troubleshooting :

oDevelop and maintain a strong understanding of the companys products their features and various versions.

oStay updated on new product releases features and enhancements to effectively assist clients with questions related to the latest versions.

oTroubleshoot and guide clients through resolving technical or operational issues related to the product.

oIdentify and escalate complex technical issues to the appropriate internal teams (e.g. technical support product development) for further resolution.

& Reporting :

oAccurately document client interactions issues and resolutions in the support ticketing system JIRA.

oTrack and report on common issues product trends or client feedback to the product and development teams.

oMaintain internal knowledge base articles and FAQs to empower clients with self-service resources and ensure they have up-to-date information.

& Teamwork :

oCollaborate with internal teams including product management and development to ensure client issues are prioritized and resolved efficiently.

oParticipate in team meetings and training sessions to enhance product knowledge and improve customer support processes.

oAssist in testing new product releases and provide feedback based on customer insights and issues reported.

Satisfaction :

oEnsure high levels of client satisfaction by delivering consistent and accurate support in a professional manner.

oFollow up with clients to ensure their issues have been resolved and they are satisfied with the outcome.

oHelp drive continuous improvement in client support by suggesting improvements to communication processes or product features based on client feedback.

Operating System Skills

oInstall configure and troubleshoot applications on Windows OS using tools like Event Viewer and PowerShell.

oPerform system-level tasks on Linux (e.g. navigating logs managing services editing config files via terminal).

Containerization & Deployment

oUse Docker to run inspect and troubleshoot containers and images.

oWork with Docker Compose for multi-container setups.

oBasic familiarity with Kubernetes and Helm charts for containerized deployments (optional but valuable

Database Knowledge

oConnect to and query SQL Server and PostgreSQL using basic SQL (SELECT JOIN UPDATE).

oPerform database connectivity checks and troubleshoot permission or schema-related issues.

oUse tools like SSMS pgAdmin or command-line clients (sqlcmd psql

Installation & Debugging

oFollow product-specific installation and upgrade guides across environments.

oTroubleshoot installation errors environment issues and dependency conflicts.

oReview and interpret system and application logs for root cause analysis.

Support & Communication

oUse ticketing tools (e.g. JIRA ServiceNow) to track and document client issues.

oCommunicate clearly with product infra and development teams to resolve incidents.

oMaintain SLA adherence by promptly responding to and resolving client queries.

Required qualifications to be successful in this role :

Experience with ticketing systems like JIRA.

Familiarity with product release cycles software updates and version control.

Experience with SaaS products or enterprise software solutions.

Bachelors degree in a related field or equivalent work experience.

Skills : Database

English

• Linux

What you can expect from us :

Together as owners lets turn meaningful insights into action.

Life at CGI is rooted in ownership teamwork respect and belonging. Here youll reach your full potential because

You are invited to be an owner from day 1 as we work together to bring our Dream to life. Thats why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our companys strategy and direction.

Your work creates value. Youll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas embrace new opportunities and benefit from expansive industry and technology expertise.

Youll shape your career by joining a company built to grow and last. Youll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

Come join our teamone of the largest IT and business consulting services firms in the world.

Required Experience :

Unclear Seniority

Key Skills

Children Activity,Access Control,Human Resources Administration,Government,Actuary,Hydraulics

Experience : years

Vacancy : 1