Tier 1 Support Technician

3 weeks ago

Lahore, Punjab, Pakistan TCP Software Full time

TCP is committed to cultivating a diverse and inclusive team. However, we are not able to sponsor visas for this role.

About TCP (TimeClockPlus):

For more than 30 years, TCP has helped organizations engage their people by providing flexible, mobile timekeeping and workforce management solutions. Trusted by tens of thousands of customers and millions of users, TCP delivers best-in-class technology and personalized support to organizations of all sizes in the public and private sector to meet their complex needs in timekeeping, employee scheduling, leave management, and other workforce solutions. Growth is happening and our vision for a successful future is clear - we'd love for you to join us on this journey For more information on TCP, visit www.tcpsoftware.com or follow us on LinkedIn or Facebook.

As a Support Technician, you will be responsible for supporting our customers. The successful candidate will have a knack for effective verbal and written communication and helping customers on a large scale over Live Chat, Email, and Phone. You will work closely with our Sales, Success, and Product teams to become the support specialist for thousands of new and existing businesses.

As a Tier 1 Support Technician
  • Use your knowledge and soft skills to diligently comprehend and diagnose customers' needs.
  • Engage in customer success and advocacy.
  • Monitor, prioritize, and respond appropriately to all support requests received, acting as a subject matter expert.
  • Communicate clearly and effectively with customers via phone, email, and chat.
  • Manage customer escalations in accordance with SLAs and support agreements.
  • Maintain a high level of customer engagement and satisfaction.
  • Utilize various instructional methods to ensure effective delivery of support.
  • Work with customers to understand their needs and recommend training.
  • Quickly adapt to and learn new product enhancements to include in training resources.
    • Prior experience with B2B support and/or client management.
    • Clear and concise communication skills, both oral and written; native English accent required.
    • Excellent judgment skills to evaluate situations and provide immediate solutions.
    • Ability to work shifts covering US timings (night shifts).
    • Ability to work under pressure and in a cross-functional environment.
    • Ability to build rapport and trust with clients.
    • Attention to detail and a passionate approach.
    • Collaborative team player.
    • Effective prioritization, multitasking, and time management skills.
    • Positive attitude and a "can-do" outlook.
    • Technical proficiency, including understanding hardware and SaaS applications in depth.
      • Competitive salary.
      • PTO and Sick leaves.
      • Health insurance coverage.
      • Provident fund and EOBI.
      • A supportive work/life setup to enable success.
      • A creative, collaborative environment that encourages exploring new ideas, growing skills, and achieving outstanding results.
      • The chance to make a genuine impact on the company's growth.
      • Challenging work and opportunities for personal development.
      • The opportunity to work with talented professionals in a fast-growing company that values its team.

TCP is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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