Job Details

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: $70,000
• 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:
• Bachelor's 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 $70,000
• 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.