Customer Support Specialist

5 days ago

Karachi, Sindh, Pakistan Modisoft Full time

Modisoft is seeking a Customer Support Specialist to join our team in Karachi and Khariyan (Metro City). The selected candidate will be responsible for delivering exceptional customer support by addressing inquiries related to POS systems, payment solutions, digital menus, Cartzie services, and associated hardware via phone, email, and live chat.

Key Responsibilities:
  1. Provide prompt and professional support to customers, ensuring high satisfaction and retention.
  2. Resolve technical and non-technical issues efficiently, escalating when necessary.
  3. Build and maintain strong relationships with clients by understanding their business needs and offering tailored solutions.
  4. Assist Account Managers with customer account maintenance and ensuring top-tier service.
  5. Troubleshoot software, hardware, and integration issues with back-office systems.
  6. Educate customers on product features, benefits, and best usage practices, supporting upselling opportunities.
  7. Assist the sales team with onboarding new clients for a seamless transition to operational use.
  8. Document all customer interactions in the CRM system and provide feedback for product improvements.
  9. Manage all aspects of the onboarding process, ensuring an efficient and smooth experience.
  10. Ensure customers participate in training sessions to maximize platform usage.
  11. Maintain regular communication with clients to resolve issues related to Insights and other services.
  12. Oversee the initial setup of Insights and mPOS systems, ensuring accuracy and efficiency.
Qualifications & Skills:
  1. Proficient in English (spoken and written); fluency in Hindi and Urdu is highly preferred.
  2. Strong problem-solving and communication skills with the ability to manage multiple priorities.
  3. Familiarity with POS systems, payment solutions, and business software is a plus.
  4. Basic troubleshooting skills for hardware and software-related issues are preferred.
  5. Education: High school diploma or equivalent required; preferred degrees in Business, Commerce, or Finance.
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