Client Support Specialist (Zoho Desk Proficient)

Job Title: Client Support Specialist

Location: Remote

Accepted States: California Colorado Florida Iowa Louisiana Nevada North Carolina Oregon and Washington

Employment Type: Full-time

About NEXGEN Asset Management:
NEXGEN Asset Management is the industry-leading Enterprise Asset Management (EAM) software that combines a robust Computerized Maintenance Management System (CMMS) with advanced asset management planning tools. Backed by over 25 years of expertise our web-based software supports comprehensive asset management programs empowering organizations in utilities facilities manufacturing fleet management and more to maximize operational efficiency predict risks and drive strategic capital planning with future-forward insights powered by NAMI AI.

Salary & Compensation:

Annual Salary: $70000

Compensation is based on experience and role alignment

Medical Benefits

About the Role:

We are seeking a detail-oriented and customer-focused Client Support Specialist to join our team. This role is ideal for someone who thrives on providing exceptional client experiences enjoys problem-solving and is highly proficient in Zoho Desk. You will serve as a key point of contact for our clients ensuring timely accurate and professional support across all communication channels.

Key Responsibilities:

Manage and respond to client inquiries via Zoho Desk (email chat phone and tickets)

Maintain update and resolve support tickets efficiently while meeting SLA standards

Use Zoho Desk features such as workflows automations macros and knowledge base tools to streamline support processes

Troubleshoot client issues and provide clear solution-focused responses

Escalate complex issues to internal teams while maintaining client communication

Document recurring issues and contribute to internal and client-facing knowledge bases

Maintain accurate client records and interaction histories within Zoho Desk

Deliver a consistently positive professional and empathetic client experience

Required Qualifications:

Bachelors degree (or equivalent experience)

Proven experience in a client support or customer service role

Excellent written and verbal communication skills

Strong organizational skills and attention to detail

Ability to manage multiple tickets and priorities in a fast-paced environment

Customer-first mindset with strong problem-solving abilities

Preferred Qualifications:

Experience with other Zoho products (CRM Analytics Projects etc.)

Familiarity with SaaS service-based businesses or technical support environments

Experience working remotely or with distributed teams

Strong proficiency in Zoho Desk

What We Offer:

Competitive annual salary of $70000

Flexible remote-friendly work environment (within accepted states)

Supportive collaborative team culture

Opportunities for growth and skill development

How to Apply

Please submit your resume and a brief cover letter highlighting your experience with Zoho Desk and client support.

NEXGEN Core Values:

Courage Do the right thing & do not be afraid of taking smart risks

• Be bold and make intelligent decision
• Take initiative even when faced with adversity

Innovation Promote innovation & continuous improvement

• Approach work with intellectual curiosity
• Follow best practices of the industry

Respect Treat others with respect & professionalism

• Be honest open and forthright
• Approach the organization clients and team with integrity

Proactive Anticipate & take the initiative to achieve results

• Be aware of situation and environment
• Anticipate needs and take initiative to address

Results Deliver exceptional results

• Hold yourself accountable to deliverables and deadlines
• Strive for excellence

Community Build a community of co-workers and clients

• Family-driven culture of teamwork
• Connect on a personal level with team and clients

In addition to our core values NEXGEN is proud to be an equal opportunity employer. We seek to bring together diverse ideas experiences skill sets perspectives backgrounds and identities to drive innovative solutions. We commit to promoting a welcoming environment where inclusion and belonging are held as a shared responsibility.