Help Desk Operations Support Specialist

3 days ago

Islamabad, Islamabad, Pakistan beBeeTechnical Full time 3,000,000 - 6,000,000
Job Description

Support Specialist Role: As a Support Specialist at our organization, you will be the first point of contact for clients with queries and issues regarding their database and processes.

Key Responsibilities:

  • Ticket Management: Manage help desk functions by triaging, processing, and resolving service tickets.
  • Customer Interaction: Provide prompt responses to customer inquiries and issue resolution through various communication channels.
  • Odoo Troubleshooting: Diagnose and resolve basic Odoo issues, escalating more complex problems to upper-level support teams.
  • Continuous Improvement: Identify and recommend opportunities to enhance help desk processes.

Daily Tasks:

  • Prioritize and triage incoming tickets to ensure timely resolution.
  • Handle and respond to email inquiries and ticket updates promptly.
  • Engage with clients over phone support, live chats, or through our support portal to address their needs.
  • Document ticket resolutions and discussions to ensure clear communication and record-keeping.
Performance Indicators
  • First-Touch Resolution: Target resolving a minimum of 80% of tickets during the first contact with the support team.
  • Customer Satisfaction: Maintain a client satisfaction score of no lower than 4.9 rating.
  • SLAs Compliance: Ensure that 90% of tickets are resolved within SLA timelines.

Requirements and Qualifications:

The ideal candidate should possess excellent verbal and written communication skills, strong organizational abilities, and a technical or customer support background.

Benefits:

We prioritize excellence in customer support, offering opportunities for growth and development.

About Us:

Our organization values innovation, collaboration, and dedication to delivering exceptional results.

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