Customer Support Specialist

About the role

Dhami Global is looking for an empathetic, efficient and solution-focused Customer Support Specialist to act as its front-line ambassador. You will provide technical and operational support to users, corporate clients and platform stakeholders, resolving inquiries, troubleshooting account issues and helping job seekers and employers.

Key responsibilities

• Handle user inquiries, support tickets, emails and calls about account setup, logins, job postings and feature navigation
• Investigate and resolve user issues, escalating complex technical bugs to engineering teams with clear reproduction steps
• Guide candidates and employers through sign-up, verification and feature adoption
• Track recurring pain points and feature requests and share regular feedback reports with product and development leads
• Help build and maintain user help guides, FAQs and standard operating procedures

Required profile

• Bachelor's degree in Business Administration, IT, Communications or a related field (running or completed)
• 1+ year of experience in customer service, client support or helpdesk operations, preferably for software or web platforms
• Outstanding verbal and written communication in English and Nepali, with a polite, empathetic tone
• Patient, detail-oriented and structured approach to troubleshooting

Required skills

• Comfort with web platforms, email ticketing systems and basic CRM tools
• Nice to have: IT helpdesk, SaaS or recruitment portal experience; Zendesk, Freshdesk or Intercom familiarity; flexibility during peak hours

What we offer

• Market-competitive salary with growth incentives
• Team environment with ongoing guidance and skill development
• Career pathways into client relationship, operations or other roles