Client Support Specialist

  • Full Time
  • Anywhere

Website Hitachi Energy


Client Support Specialist

Ticket Management and Communication with clients

  • Prioritization of tickets as per the criticality and LA Document.
  • Proactively respond to client queries, requests, and client grievances.
  • Keep the management team informed of critical client situations.
  • Regular reporting and communication with the Internal team members.
  • Follow up with the clients to ensure that the tickets are timely addressed and resolved.

Call Management

  • Setup audio/ video call (zoom meeting or teams meeting) if needed.
  • Deal with clients politely and achieve client satisfaction.

Monitoring and Testing

  • Monitoring EOD jobs.
  • Analyzing/Replicating client’s issues by testing different scenarios and follow-up its life cycle

Release Fix/Enhancement

  • Coordinate with PM team and patch management team to release the clients’ reported tickets.
  • Notify the client about the release to UAT and PROD versions.


  • Prepare a weekly report on overall tickets, and their status and filter out critical priority tickets raised, and alert the team.
  • Circulate weekly reports to the management team.

Team Management

  • Train newly hired resources about job responsibility and share project and client knowledge.
  • Conduct team meetings on a regular basis and keep team skills up to date.


  • Preparation of the documents as per the requirements of the clients.
  • Assist team in internal documentation.

The main purpose of the job is to communicate with the clients and provide the first level of support to all the client-related issues.

Other Specification

Education Level and Experience Required:

  • Minimum of bachelor’s in management or any other relevant field. Bachelor’s in Information Technology is preferred
  • At least 1 year of relevant experience.

Skills and competencies:

  • Excellent command of written and verbal English
  • Basic knowledge of MS Office Packages
  • On-screen capture
  • Video editing tools are a plus

Besides offering a stimulating learning experience and competitive pay, Pioneer also offers many benefits and perks including:

  • 5 working days/week
  • Lunch Allowance
  • Travel Allowance
  • Festival Allowance
  • Paid Leaves
  • Social Security Fund
  • Accidental & Medical Insurance Coverage
  • Work from Home Facility
  • On-site Work Opportunities
  • Global Exposure

Applying Procedure

Interested candidates can send their CV and Cover Letter to Please clearly mention the position that you are applying for. For e.g.: Application for the position of ‘Client Support Specialist’.

Only those applications meeting the above-mentioned criteria will be shortlisted and called for interview.

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