Offer summary

Qualifications:

4-5 years of experience in Client Services at a B2B technology company., Strong communication and client-interaction skills., Experience with asset managers or institutional investors is a plus., Proactive problem-solving and process-oriented mindset..

Key responsibilities:

Manage client communications through a ticket system.

Respond to support inquiries and troubleshoot issues.

Collaborate with product and engineering teams to address client feedback.

Assist in creating documentation and conducting user training.

Job description

Position : Client Support Associate

Location : India (Remote)

Time : EST Time Zone

At DiligenceVault, we’re the leading technology platform and industry network to streamline and digitize the manually intensive diligence process. We have experienced a wonderful period of growth as the direct result of increased efficiency and productivity for our network of over 50,000 platform users at over 13,000 firms in over 100 countries. To continue on this trajectory, we are looking for exceptional talent from across disciplines and industries to shape the future of due diligence and improve the lives of our clients and users in a meaningful way.

ABOUT THE ROLE

We are seeking a highly motivated Client Support Associate to provide responsive, high-quality support to our clients across the globe. The ideal candidate is detail-oriented, proactive, and has a passion for client success and technology. Responsibilities include resolving client issues, assisting with platform functionality, escalating technical problems when needed, and ensuring a smooth user experience. This is a fully remote position, and the candidate must be based in India.

RESPONSIBILITIES IN THE VAULT

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.

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