Software Support Professional

13 hours ago


Lahore, Punjab, Pakistan Algo+ USA Full time

Job Overview:

About Algo+ USA:

We are a dynamic software company seeking an exceptional Software Support Professional to join our US team. As a valued member, you will play a crucial role in delivering top-notch customer support and ensuring seamless product experiences for our clients.

Key Responsibilities:

  1. Ticket Triage and Resolution:
  • Categorize incoming tickets based on issue types, products, urgency, and required customer details.
  • Diagnostics and resolve basic software issues and user errors using established procedures.
  • Escalate complex issues to higher-level support or relevant departments when necessary.
Customer Interaction and Communication:
  • Provide prompt, courteous, and informative responses to customer inquiries regarding software functionality, troubleshooting, and general information.
  • Utilize support documentation to ensure accurate and timely resolutions.
Knowledge Management and Reporting:
  • Maintain up-to-date knowledge of Algo+ SaaS products and support documentation.
  • Update and document customer interactions, issues, and resolutions in the support ticketing system.
  • Prepare weekly reports highlighting outstanding tickets by solution, urgency, and type.

Required Skills and Qualifications:

  1. Education:
    High school diploma or equivalent is required; an associate's degree or higher in a related field is preferred.
  2. Experience:
    Previous experience in customer support or a related role is advantageous, especially in a SaaS or tech environment.
  3. Skills:
    Strong communication skills, both written and verbal.
    Basic troubleshooting skills and the ability to learn new software quickly.
    Proficiency in using support ticketing systems and CRM tools.
    Excellent problem-solving abilities and a customer-focused mindset.
  4. Attributes:
    Patient, empathetic, and able to handle customer inquiries with professionalism.
    Ability to work independently and as part of a team in a fast-paced environment.
    Strong organizational skills and attention to detail.


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