Customer Support Specialist

1 week ago

Karachi, Sindh, Pakistan Xynotech Full time
Customer Support Specialist

Direct message the job poster from Xynotech

Senior HR Manager at Xynotech | Talent Acquisition & Talent Management Expert | Technical & Non-Technical Recruiter | Professional Resume Writer

The Customer Support Engineer's primary role is to ensure that customers are up and running even before diagnosing the fault. They need to do this while respecting our contracted SLAs and delivering an outstanding experience to our customers. Support Engineers must balance creative and technical problem-solving, customer service, and collaboration to ensure customers can access and utilize the application and portal.

Key Tasks:

  • Provide support for customers.
  • Categorize, document, diagnose, and resolve tickets as they arrive.
  • Ensure documentation meets high standards, including full root cause analysis and resolution details.
  • Respect and meet SLAs while performing support tasks.
  • Contribute to knowledge base articles regularly to improve service quality.
  • Interact with customers via ticket logging system, phone, and remote technology in a respectful and courteous manner at all times.
  • Hand over tickets in an orderly manner according to established processes during planned absences.
  • Collaborate with Product, Dev, BI, and Account Management teams to resolve tickets, acting as a solution coordinator and maintaining resolution ownership.
  • Contribute proactively or when assigned to process improvement projects.
  • Work flexibly on a shift rota and provide necessary coverage as needed.
  • Be a motivated team player capable of managing changing priorities.

Job Specification

  • Minimum 2+ years of relevant or similar professional experience.
  • Graduation is preferred.
  • Good English communication skills (writing and speaking) are mandatory.

Required Skills:

  • Proficiency in written and spoken English.
  • Proactive approach and can-do attitude.
  • Strong communication and organizational skills.
  • Ability to work under pressure and prioritize tasks.
  • Customer-centric mindset.
  • Team player.
  • Willingness to work evening and night shifts.
  • Passion for IT.
Seniority level
  • Entry level
Employment type
  • Full-time

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