Support Specialist

15 hours ago


Lahore, Punjab, Pakistan Joblogic Service Management Software Full time
About Us

At Joblogic, we pride ourselves on being a leading provider of service management software, helping field service businesses around the world streamline their operations and improve customer satisfaction.

Job Summary

We are currently seeking a highly motivated Product Support Specialist to join our growing team. As a key member of our customer success department, you will be responsible for providing top-notch support to our customers, resolving technical and non-technical issues with our platform.

Key Responsibilities
  1. Customer Support: Provide exceptional support to customers via phone, email, or live web chats, resolving technical and non-technical issues with our platform.
  2. Problem-Solving: Utilize your analytical skills to identify and resolve customer issues efficiently.
  3. Escalation Management: Effectively manage customer escalations in accordance with agreed SLAs and support agreements.
  4. Customer Engagement: Foster strong relationships with customers to ensure high levels of satisfaction and retention.
  5. Bespoke Solutions: Develop tailored solutions to meet individual customer needs, ensuring their satisfaction and loyalty.
  6. Communication: Present complex technical information to non-technical audiences, ensuring seamless understanding and adoption of our platform.
  7. Tracking and Monitoring: Accurately track and monitor customer interactions, ensuring timely and efficient issue resolution.
  8. Quality Control: Conduct regular quality control checks to ensure accurate and efficient issue resolution.
  9. Collaboration: Work closely with cross-functional teams to resolve customer issues and improve overall customer satisfaction.
Requirements
  • Experience: Minimum of 2 years of experience in a similar role, preferably within the service management industry.
  • Ticket Tracking: Proven experience with ticket tracking tools such as Zendesk, Oracle, Salesforce, or Tracker.
  • Screen Sharing: Familiarity with screen sharing software such as Zoom, AnyDesk, Teams, or LogMeIn.
  • LIVE CHAT: Experience with live chat tools like Intercom will be preferred.
  • Helpdesk/Support: Previous helpdesk or support experience with a proven ability to de-escalate and troubleshoot product-related issues.
  • Translation: Ability to translate technical solutions to customers in a non-technical and easy-to-follow manner.
  • International Work Experience: International work or project experience in countries such as the USA, UK, Canada, or others.
  • Communication Skills: Excellent verbal and written communication skills, native language proficiency required.
  • Interpersonal Skills: Strong interpersonal skills with the ability to build rapport with customers and colleagues.
  • Eagerness to Learn: Eagerness to learn and develop new skills to improve job performance.
  • MS Office: Working knowledge of Microsoft Office (Excel, Word, PowerPoint, etc.).
  • Prioritization: Ability to prioritize tasks based on business and customer demands.
  • Teamwork: Strong teamwork and collaboration skills with the ability to work effectively with other departments.
Nice to Have
  • Technical Experience: Experience with SQL and development work.
  • Jira Experience: Familiarity with Jira software.
  • Quality Control Experience: Experience with quality control processes.
  • Customer Queries Audit: Experience with auditing customer queries.
  • Team Member Coaching Sessions: Experience conducting coaching sessions with team members.
What We Offer
  • Professional Environment: A professional and dynamic work environment.
  • Insurance Benefits: Comprehensive life insurance and medical insurance benefits for employees and their families.
  • Flexible Hours: Flexible working hours with a maximum of 45 hours per week.
  • Company Trip: Annual company trip to reward employees' hard work and dedication.


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