Technical Support

About the job Technical Support & Training Specialist - Remote from Lahore

Technical Support & CRM Specialist (Remote from Lahore)

Our Client:

The Company is a blend of Digital plus Analytics, meaning its more than a click generator. That means we enable our clients to make informed decisions with in-depth marketing data that impacts their bottom line.

Certified Digital Marketing Agency, focused on maximizing your Marketing ROI. With The Company you get a team of experienced professionals who are dedicated to helping you reach your full potential as a company.

The Company emphasizes not only on digital marketing but also helps understand your marketing analytics, optimizes your advertising campaigns, and drives a successful marketing strategy for long-term business growth.

Job Details:

Position Overview:

The Inbound/outbound Technical Support and Training Specialist will play a crucial role in providing exceptional technical support and training to our licensees and potential clients. This individual will be responsible for assisting existing licensees with level 1 and 2 technical inquiries, resolving software-related issues, system configuration, and conducting end-user training sessions to ensure optimal product usage.

Key Responsibilities:

Technical Support:

• Respond promptly to incoming customer inquiries via phone, email, or chat.
• Provide thorough and accurate technical assistance for level 1 and level 2 support issues.
• Troubleshoot software-related problems and guide customers through issue resolution.
• Document all customer interactions, inquiries, and solutions in the company's CRM (Less Annoying CRM) tracking system.
• Collaborate with other team members to escalate complex technical issues when necessary.
• Stay up-to-date with the latest company software updates and enhancements to provide accurate information.
• When requested, record a video illustrating how to implement a new software feature or solve an implementation or daily operational issue.

Customer Training:

• Conduct comprehensive end-user training sessions for new and existing licensees.
• Support the development of system-specific training materials, documentation, and resources to facilitate effective training.
• Customize training sessions as directed to meet specific customer needs and skill levels.
• Assist licensees in understanding software features, functionality, and best practices.
• Evaluate training efficiency and gather feedback to continuously improve training programs.

Software Expertise:

• Thoroughly learn and maintain expert-level knowledge of software products.
• Stay informed about software updates, changes, and new features to effectively assist customers.
• Identify recurring customer issues and collaborate with the development team to improve software functionality.
• Knowledge Database usage.

Customer Communication:

• Maintain a professional and courteous demeanor in all customer interactions.
• Clearly communicate technical information to non-technical customers in an understandable manner.
• Provide timely updates to customers regarding the status of their support inquiries.

Problem Solving:

• Analyze and diagnose technical issues reported by licensees to determine root causes.
• Develop creative solutions to resolve software-related challenges and minimize downtime.

Team Collaboration:

• Collaborate with fellow technical support team members to share knowledge and best practices.
• Participate in team meetings, training sessions, and knowledge-sharing activities.

Required Qualifications:

• Bachelor's degree in a related field.
• At least 3 years of hands-on experience in the same industry.
• Strong technical aptitude and familiarity with software applications, e.g. SaaS, etc.
• Prior experience in inbound technician support.
• Sound understanding of the purpose and benefits of using a customer relationship management (CRM) technology.
• Excellent communication skills, both written and verbal. English Spoken, written, understanding 10/10.
• Patience and empathy when dealing with customers, particularly in stressful situations.
• Ability to explain complex technical concepts in simple terms.
• Detail-oriented and strong problem-solving skills.
• Previous experience in technical support and customer service is preferred.

Benefits:

• Paid Time Off
• Performance-based bonuses
• Health Insurance

Other Details:

Work Mode: Remote

Location: Lahore

Experience: 3+ years

Days: Monday to Friday

Timing: 5pm-2am

About HR Ways: HR Ways is an Award winning Technical Recruitment Firm helping software houses and IT Product companies internationally and locally to find IT Talent. HR Ways is engaged by 300+ Employers worldwide ranging from worlds biggest SaaS Companies to most competitive Startups. We have entities in Dubai, Canada, US, UK, Pakistan, India, Saudi Arabia, Portugal, Brazil and other parts of the world. Join our WhatsApp Channel here to stay updated or visit www.hrways.co to know more.