Client Support Specialist
Dubai, Dubai, UAE/Dubai
Listed on 2026-02-28
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IT/Tech
HelpDesk/Support, Technical Support -
Customer Service/HelpDesk
HelpDesk/Support, Technical Support
ABOUT NEXUS SOLUTIONS
Nexus Solutions is a group of specialist businesses operating across corporate services, technology, and consultancy. Headquartered in Dubai, with European roots and operations spanning six countries, we support clients navigating complex, regulated, and fast-moving industries. Our teams deliver technology-enabled solutions, licensing and corporate support, operational services, and strategic consultancy that help clients operate efficiently, scale sustainably, and remain compliant in demanding environments.
As regulation tightens and industries evolve, clients require more than individual service providers — they need structured partners who bring operational discipline, commercial clarity, and long-term perspective. As we continue expanding our regional footprint, our focus remains on building high-performing teams who take ownership, value accountability, and want to grow with a business that is scaling with intent and structure.
PURPOSE
The Client Support Specialist is responsible for managing inbound client tickets, resolving routine issues, and routing more complex queries to the appropriate internal teams. This role ensures structured ticket handling, clear communication, and disciplined follow-up across all services. Acting as the first line of response, the position maintains service standards, protects SLA commitments, and supports the wider Client Success team with operational and reporting discipline.
KEY RESPONSIBILITIES Ticket Management & Triage- Receive and manage all inbound client tickets across services
- Assess, categorise and prioritise tickets based on urgency and impact
- Resolve routine or first‑line issues directly where possible
- Route complex tickets to appropriate internal teams with clear context and documentation
- Provide timely, professional and structured responses to client queries
- Maintain clear updates throughout the ticket lifecycle
- Ensure clients are informed of progress, delays and resolution timelines
- Escalate high‑impact or sensitive issues promptly
- Monitor ticket queues to ensure SLA adherence
- Maintain accurate and structured documentation in the ticketing system
- Follow defined workflows for logging, routing and escalation
- Identify recurring issues and highlight patterns to leadership
- Support Account Managers with operational follow‑ups
- Ensure internal teams receive complete and well‑structured information
- Track open items until confirmed resolution
- Maintain alignment between client expectations and internal delivery
- Assist with documentation, knowledge base updates and process improvements
- Support reporting requirements (ticket metrics, SLA tracking, recurring issue summaries)
- Prepare structured summaries for Account Managers and leadership
- Contribute to improving operational efficiency across the Client Success function
This role is suited to professionals who:
- Enjoy structured problem‑solving and operational coordination
- Are comfortable working in a fast‑paced client‑facing environment
- Prefer defined processes and clear responsibilities
- Take ownership of follow‑up and closure
- Thrive in roles requiring organisation and attention to detail
- Experience in a client support, helpdesk or service desk role
- Mandatory hands‑on experience using ticketing/support systems (e.g. Zendesk, Freshdesk, Jira or similar)
- Experience working with CRM systems (e.g. Hub Spot, Zoho or similar) to log client activity and maintain structured records
- Ability to manage multiple tickets simultaneously within defined SLA constraints
- Strong written communication skills
- Disciplined approach to documentation and structured workflows
- Experience supporting iGaming or performance‑driven environments
- Experience in SaaS, platform or regulated industries
- Exposure to reporting or ticket analytics
- Performance‑driven progression opportunities
- Generous bonus and incentive programs linked to individual and team performance
- 30 days remote working per year
- UAE residency visa and medical insurance
- Enhanced annual leave allowance
- Referral…
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