Software Quality Assurance Professional

2 weeks ago

Lahore, Punjab, Pakistan beBeeCustomerSupport Full time

Customer Support Specialist

About the Role

We are seeking a highly skilled support professional to join our team. This individual will be responsible for providing exceptional customer service and ensuring that our software products meet the highest standards of quality.

Key Responsibilities

  1. Ticket Triage and Resolution
  • Triage incoming tickets by categorizing issue type, product, urgency, and required customer details.
  • Provide prompt and courteous responses to customer inquiries regarding software functionality, troubleshooting, and general information based on support documentation.
  • Diagnose and resolve basic software issues and user errors following established procedures.
  • Escalate complex issues to higher-level support or relevant departments as needed.
Knowledge Management and Documentation
  • Utilize and maintain up-to-date knowledge of our SaaS products and support documentation.
  • Update and document customer interactions, issues, and resolutions in the support ticketing system.
  • Provide weekly reporting highlighting outstanding tickets by solution, urgency, and type.
Performance Monitoring and Improvement
  • Meet or exceed 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.
Team Collaboration and Feedback
  • Collaborate with team members and other departments to improve support processes and customer experience.
  • Provide feedback on common issues or trends to help improve the software and support strategies.

Qualifications and Requirements

  1. Education and Experience
  • High school diploma or equivalent required; Associate's degree or higher in a related field preferred.
  • Previous experience in customer support or a related role is a plus, especially in a SaaS or tech environment.
Skills and Attributes
  • Strong communication skills, both written and verbal.
  • Basic troubleshooting skills and the ability to learn new software quickly.
  • Proficiency in using support ticketing systems and CRM tools.
  • Excellent problem-solving abilities and a customer-focused mindset.
  • 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.
  • Strong organizational skills and attention to detail.

Additional Requirements

* Excellent English communication skills are required to communicate with the team.

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