Help Desk Professional

6 days ago

Lahore, Punjab, Pakistan beBee Careers Full time

A Support Engineer is needed to provide top-notch customer support.

Key Responsibilities

Handling Tickets:

  • Sort and Address Issues:
    Triage incoming tickets by categorizing the issue type, product, urgency, and required customer details.
  • Engage with Customers:
    Interact with customers through email, phone, or chat to address their queries and concerns.
  • Fix Technical Problems:
    Diagnose and resolve basic software issues and user errors following established procedures. Escalate complex issues to higher-level support or relevant departments as needed.
  • Develop Knowledge:
    Stay updated on the company's SaaS products and support documentation. Document customer interactions, issues, and resolutions in the support ticketing system.
  • Meet Performance Targets:
    Meet performance metrics, including response times, resolution times, and customer satisfaction scores. Participate in regular training and development sessions to enhance support skills and product knowledge.
  • Collaborate with Team:
    Work closely with team members and other departments to improve support processes and customer experience.

Necessary Qualifications

  • Education Level:
    High school diploma or equivalent required; Associate's degree or higher in a related field preferred.
  • Background Experience:
    Previous experience in customer support or a related role is beneficial, especially in a SaaS or tech environment.
  • Required Skills:
    Excellent written and verbal communication skills. Basic troubleshooting skills and ability to learn new software quickly. Proficiency in using support ticketing systems and CRM tools.
  • Desired 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.

* Good English language skills are essential for communication with colleagues.

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