Customer Service Technical Support

We are Excelorithm, a premier software development company based in Rawalpindi, Pakistan. With over 5 years of expertise, we specialize in delivering robust SaaS-based solutions and dynamic web applications. We are dedicated to providing on-demand, high-quality, and fully customized software solutions that precisely align with the unique needs of our clients. Recognized as a top software developer, Excelorithm is committed to empowering businesses to thrive through innovative software solutions, clear communication, and a focus on customer success. We pride ourselves on fostering a collaborative and growth-oriented environment where our team members can thrive.

About Our Client:

Our client is a leading Human Capital Development SaaS software provider, empowering organizations to optimize their human resources through cutting-edge technology. They offer a comprehensive suite of tools designed to streamline HR processes, enhance employee engagement, and drive organizational success.

Job Description:

We are seeking a highly motivated and technically proficient Technical Customer Support Agent to join our team and support our client's esteemed user base. In this role, you will be the primary point of contact for technical inquiries and support, directly interacting with executives, primarily CHROs, of our client's software users via video conferencing. This is a work-from-home position, but may require occasional visits to the office.

Responsibilities:

• Provide exceptional technical support to software users primarily through video calls via Zoom, addressing inquiries and resolving technical issues effectively and efficiently.
• Implement and configure custom system setups based on client-specific needs and requirements.
• Conduct thorough testing of feature changes and updates in a production environment, ensuring seamless and error-free deployments.
• Act as a crucial bridge between clients and the development team, relaying valuable customer feedback, suggestions, and insights to contribute to software improvements and enhancements.
• Collaborate closely with the development team to provide technical insights and assist in troubleshooting complex issues.
• Maintain comprehensive documentation of support interactions, system configurations, and testing procedures.
• Proactively identify and escalate critical technical issues to ensure timely resolution and minimize user impact.
• Work from home primarily, with potential for occasional visits to the office as needed.

Requirements:

• Proven experience in a technical customer support role, preferably within the SaaS industry.
• Strong technical aptitude and a solid understanding of software systems and troubleshooting methodologies.
• Excellent communication and interpersonal skills, with the ability to effectively communicate complex technical information to executive-level clients through video conferencing.
• Experience with implementing and configuring software systems based on client specifications.
• Familiarity with software testing procedures and production environments.
• Ability to work independently and collaboratively within a team environment.
• Exceptional problem-solving and analytical skills.
• Comfortable working in a night shift schedule (7 PM - 3 AM PKT).
• Must have a dedicated and noise-free home office environment conducive to professional video calls.
• Reliable internet connectivity and a dedicated workspace.

Working Hours:

7:00 PM to 3:00 AM Pakistan Time (PKT)

Job Type: Full-time

Education:

Bachelor's (Required)

Experience:

Customer Support: 3 years (Required)

Seniority level

• Seniority levelMid-Senior level

Employment type

• Employment typeFull-time
• IndustriesSoftware Development

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