Customer Service Advocate

2 weeks ago

Karachi, Sindh, Pakistan beBeeSupport Full time $25,000 - $50,000

Job Overview

This role is ideal for an individual with excellent communication skills and a passion for technical support.

The Customer Support Analyst will be responsible for providing expert-level assistance to customers, collaborating with cross-functional teams, and ensuring high customer satisfaction through timely and effective problem resolution.

Key Responsibilities:

  • Technical Support:
  • Assist customers with technical issues via email, ticketing systems, and live chat
  • Manage and resolve help desk tickets efficiently, adhering to SLAs and providing timely communication with users on ticket progress and resolutions
  • Leverage product knowledge to troubleshoot, analyze, and resolve issues related to application functionality, performance, and availability
  • Participate in on-call rotations to provide after-hours support and ensure continuity in critical issue resolution
  • Troubleshoot software-related issues and provide effective solutions
  • Collaborate with Development, QA, IT, and DBA teams to address technical issues, escalating complex cases as needed for timely resolution
  • Analyze and troubleshoot technical issues, utilizing back-end databases, platform logs, and data mapping to identify solutions effectively
  • Deliver expert-level support for Tier 1 and Tier 2 tickets, providing a high level of customer satisfaction across all support levels
  • Monitor system performance proactively, identifying potential issues before they affect the production environment
  • Customer Interaction:
  • Respond to and document requests for technical assistance
  • Ensure customer issues are tracked, monitored, and resolved in a timely manner
  • Product Knowledge:
  • Provide guidance on the company's software products
  • Suggest product upgrades when appropriate to enhance client experience
  • Develop self-help guides and FAQs for customers and team members to assist with common issues and reduce future support requests
  • Internal Collaboration:
  • Work closely with other departments to ensure issues are well-documented and addressed
  • Document support processes and contribute to knowledge bases, ensuring consistent and high-quality service standards

Requirements

To be successful in this role, you will need:

  • Excellent Communication Skills: Excellent verbal and written communication skills in English
  • Technical Support Experience: At least 1-2 years in a technical support/helpdesk role
  • Problem Solving: Ability to remain calm under pressure and provide solutions
  • Multi-tasking: Ability to manage multiple tasks and prioritize effectively
  • Technical Proficiency:
    • Strong knowledge of website & CRM applications
    • Good understanding of HTML and Microsoft Office tools
  • Organizational Skills: Capable of tracking tickets and managing support requests

Desired Qualifications

A minimum Graduation in Computer Science is preferred. Basic Accounting Knowledge could also be beneficial in understanding the software's financial functions.

Ideal Candidate Profile

We are looking for an enthusiastic and energetic individual who thrives in a fast-paced environment and is motivated to deliver exceptional customer support.

Benefits

As a valued member of our team, you can expect a competitive salary, comprehensive medical coverage, and access to ongoing training and development opportunities.

How to Apply

Apply today to join our dynamic team and take the first step towards a rewarding career in technical support.

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