Customer Support Officer

3 days ago

Lahore, Punjab, Pakistan Abeeha Technologies Full time

The Customer Support Officer is responsible for providing technical support to customers using Enterprise Resource Planning (ERP) software. The officer is responsible for ensuring customer satisfaction, resolving customer issues, and answering customer inquiries related to the software's functionality. This position requires an individual with strong problem-solving skills, excellent communication abilities, and a thorough understanding of ERP software.

Key Responsibilities:

  1. Give demos to new leads through videos or remote session.
  2. Make sale successful with liaison of team member and achieve monthly targets.
  3. After Sale training to existing clients.
  4. Source new sales opportunities through lead follow-up and outbound cold calls and WhatsApp.
  5. Following up with leads and submitted quotations.
  6. Make training and demo videos for existing and potential customers.
  7. Maintain social platforms (YouTube, WhatsApp, Facebook).
  8. Design social media posts.
  9. Provide technical support to customers using ERP software.
  10. Resolve customer issues through phone, and remote desktop support.
  11. Answer customer inquiries regarding software functionality and provide guidance on software usage.
  12. Create and maintain customer support documentation, including FAQs and knowledge base articles.
  13. Continuously improve customer support processes to enhance the overall customer experience.
  14. Participate in software testing and provide feedback on issues encountered during testing.
  15. Collaborate with cross-functional teams, including development, product, and sales teams, to ensure customer satisfaction.

Considering Points:

  1. Calling 50-60 calls per day for new clients.
  2. Send company profiles to customer by mail & WhatsApp.
  3. Preparing the list of clients contacted.
  4. Preparing list of leads for sale.
  5. Preparing monthly sales reports and submitting to supervisor.
Job Specification

Requirements:

  1. Excellent written and verbal communication skills.
  2. Proficient in using remote desktop support tools and CRM software.
  3. Familiarity with ERP software and its functionalities.
  4. Basic SQL knowledge for problem solution.
  5. Bachelor's degree in Computer Science, Information Technology, or related field.
  6. Can design social media posts using Canva or any platform.
  7. Ability to multitask and manage multiple customer inquiries simultaneously.
  8. Strong problem-solving skills and ability to work under pressure.
  9. Accounts knowledge will be a plus point.

Working Conditions:

The Customer Support Officer typically works in an office environment, but may also work remotely. The position may require working evenings, weekends, and holidays to provide support to customers.

Information Technology and Services - Lahore, Pakistan

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