Specialist, Client Support
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Posted on:
6 hours ago
Vacancies:
1 Vacancy
Job Summary
Client Support Specialist Client Service
Connor Clark & Lunn Financial Group Ltd
Gurugram India
About the Role
We are seeking a highly client-focused Client Support Specialist to serve as the first point of contact for colleague support across technology business applications and day-to-day operational enablement.
This role goes well beyond traditional IT infrastructure or helpdesk support. You will provide Level 1 support across end-user technology productivity platforms and business applications delivering a consistently high-quality professional and empathetic support experience.
You will operate in a modern AI-enabled support environment leveraging automation self-service and copilots to resolve issues efficiently while exercising sound judgment when escalation is required. Success in this role is defined not only by issue resolution but by clarity of communication ownership through to closure and the overall client experience.
The role sits within the Technology function and plays a critical role in ensuring colleagues can work effectively securely and with confidence every day.
What You Will Do
You will collaborate closely with:
- Service Desk & Infrastructure teams supporting core platforms endpoints and networks
- Application owners and vendors supporting business and productivity applications
- Information Security to ensure secure handling of accounts devices and data
- HR and business stakeholders supporting joiner/mover/leaver processes and ongoing user needs
Frontline Client Support (Exceptional Service Focus)
- Act as the trusted first point of contact for incidents requests and questions across technology and business applications.
- Engage users through multiple channels (ticketing system chat email phone collaboration tools) with professionalism empathy and clarity.
- Ask structured thoughtful questions to understand issue context business impact and urgency.
- Translate technical and application-related issues into clear plain-language explanations.
Level 1 Incident & Request Handling (Technology & Applications)
Resolve common issues across:
- Operating systems browsers and productivity platforms (e.g. Microsoft 365 Teams Exchange)
- Business and productivity applications within defined Level 1 scope
- Network access and basic connectivity (Wi-Fi VPN remote access)
- End-user peripherals and collaboration tool
- Shared resources (mailboxes groups distribution lists)
- Basic device and account support
- Follow documented procedures and knowledge articles while actively identifying gaps inaccuracies or improvement opportunities.
AI-Enabled & Self-Service Support
Leverage AI copilots and ITSM tools to:
- Draft clear high-quality responses and solution summaries
- Summarize ticket history and surface relevant knowledge
- Suggest troubleshooting steps validated by your judgment
- Contribute to continuous improvement by:
- Accurately categorizing and tagging tickets
- Converting repeat issues into knowledge base articles
- Providing feedback to improve AI accuracy and self-service effectiveness
Identity Access & Security-Aware Support
- Perform Level 1 identity and access tasks in line with policy:
- Password resets account unlocks MFA setup and troubleshooting
- Standard access requests using predefined roles and workflows
- Support joiner/mover/leaver processes to ensure colleagues have the right access at the right time.
- Follow identity verification procedures rigorously.
- Recognize and escalate potential security concerns (e.g. phishing suspicious behavior) promptly and accurately.
Collaboration Escalation & Continuous Improvement
Escalate issues beyond Level 1 scope with complete high-quality context including:
- Business impact
- Steps already taken
- Logs screenshots and relevant history
- Partner effectively with Level 2/3 application infrastructure and security teams.
Contribute to service reviews and team discussions by identifying:
- Recurring issues
- User pain points
- Opportunities for automation standardization or experience improvemenSupport initiatives focused on raising service quality improving first-contact resolution and reducing repeat incidents.
What You Bring
- Experience & Technical Foundation
- 12 years of experience in client support service desk or technology-enabled service roles (or equivalent transferable experience).
- Working knowledge of:
- Windows and/or macOS common browsers and mobile devices
- Cloud productivity platforms (Microsoft 365 / Google Workspace)
- Basic networking concepts (IP DNS Wi-Fi VPN)
- ITSM concepts (incidents requests SLAs)
- Comfort working with AI tools automation and modern digital workflows.
- Client-First Orientation:You treat support as a service relationship not a ticket queue.
- Exceptional Communication: Clear calm and audience-appropriate communication in all situations.
- Judgment & Ownership: You know when to resolve when to escalate and how to stay accountable throughout.
- Curiosity & Learning Mindset:You document share knowledge and continuously improve how support is delivered.
- Security-Conscious: You consistently follow security and data protection practices.
About Connor Clark & Lunn Financial Group
At CC&L Financial Group we understand the value of opportunity for our clients and our team. Independent and employee-owned we partner with investment professionals to grow successful asset management businesses giving them the space to innovate and truly make an impact.
With more than 40 years of history and offices across Canada and in the US the UK and India CC&L Financial Group and our multi-boutique family of affiliate firms collectively manageOverUSD$131 billionclient assets providing a diverse range of traditional and alternative investment products and solutions to institutional high-net-worth and retail clients.
For a closer look at how you can build your career with us we invite you to explore .
CC&L Financial Group is committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to gender ethnicity religion sexual orientation or expression disability or age.
To apply for this position please submit your resume and cover letter as one PDF.
We thank all applicants in advance for their interest but only those candidates shortlisted for interviews will be telephone calls or recruitment agencies will be accepted.
#LI-HYBRID#LI-MP1
At CC&L Financial Group we understand the value of opportunity for our clients and our team. Independent and employee-owned we partner with investment professionals to grow successful asset management businesses giving them the space to innovate and truly make an impact.
With more than 40 years of history and offices across Canada and in the US the UK and India CC&L Financial Group and our multi-boutique family of affiliate firms collectively manageOverUSD$131 billionclient assets providing a diverse range of traditional and alternative investment products and solutions to institutional high-net-worth and retail clients.
For a closer look at how you can build your career with us we invite you to explore .
CC&L Financial Group is committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to gender ethnicity religion sexual orientation or expression disability or age.
To apply for this position please submit your resume and cover letter as one PDF.
We thank all applicants in advance for their interest but only those candidates shortlisted for interviews will be telephone calls or recruitment agencies will be accepted.
#LI-HYBRID#LI-MP1
Required Experience:
IC
Key Skills
- Children Activity
- Access Control
- Human Resources Administration
- Government
- Actuary
- Hydraulics
About Company
NS Partners is an investment management firm that specializes in global, developed, and emerging equity market portfolios.
