Technical Support Specialist

2 days ago


Islamabad, Islamabad, Pakistan ConnectPro International Full time
About ConnectPro International

At ConnectPro International, we are dedicated to providing exceptional customer service. Our team is passionate about delivering timely and accurate support to our customers.

Job Summary:

We are seeking a skilled Technical Support Specialist to join our customer success team. As a Technical Support Specialist, you will be responsible for providing prompt and courteous support to customers via email and online chat platforms. You will assist customers with inquiries, troubleshoot problems, and resolve issues efficiently while maintaining a high level of customer satisfaction.

Main Responsibilities:
  1. Customer Support: Provide timely and accurate support to customers via email and live chat, resolving issues and answering inquiries regarding products, services, billing, and technical support.
  2. Troubleshooting: Troubleshoot customer problems and guide them through processes.
  3. Product Knowledge: Maintain a deep understanding of our company's products, services, and policies to provide accurate and effective assistance.
  4. Issue Escalation: Identify issues that require further assistance and escalate them to the appropriate department (technical support, management, etc.) when necessary.
  5. Documentation: Accurately document customer interactions, issues, and resolutions in our CRM system, ensuring that records are up-to-date and complete.
  6. Follow-up: Follow up with customers when necessary to ensure their issues are resolved and that they are satisfied with the outcome.
  7. Team Collaboration: Work closely with other team members, team leaders, and other departments to share insights and ensure consistent service.
  8. KPIs: Meet or exceed key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction scores.
  9. Professional Development: Actively participate in training sessions, team meetings, and performance reviews to improve personal performance and stay updated on new product or policy changes.


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