Help Desk Professional

2 days ago


Islamabad, Islamabad, Pakistan beBee Careers Full time

We are looking for a skilled Help Desk Professional to provide technical assistance to customers.

Job Summary:

This position involves resolving customer queries, recommending solutions, and guiding users through product features and functionalities.

Main Responsibilities:
  • Respond promptly to customer inquiries via phone, email, or chat.
  • Identify customer needs and assist them in utilizing specific product features.
  • Analyze and document product malfunctions, including testing different scenarios or simulating user behavior.
  • Update internal databases with information on technical issues and customer interactions.
  • Monitor social media for customer complaints and proactively offer assistance.
  • Share feature requests and effective workarounds with colleagues.
  • Notify customers about new product features and functionalities.
  • Follow up with customers to ensure technical issues are resolved.
  • Gather customer feedback and share it with relevant teams.
  • Support the training of junior Customer Support Representatives.
Requirements:
  • Experience as a Help Desk Professional or equivalent role.
  • Familiarity with the industry is beneficial.
  • Proficiency in using help desk software and remote support tools.
  • Understanding of CRM system functionality.
  • Excellent communication and problem-solving skills.
  • Able to multitask and handle complex cases effectively.
  • Bachelor's degree in Information Technology or relevant diploma.


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