
Customer Support Professional
17 hours ago
We are seeking a highly skilled Customer Support Professional to join our team. The ideal candidate will have a proven track record of delivering exceptional customer support and service.
Key Responsibilities:- Develop and maintain a comprehensive knowledge base to support customers in resolving issues efficiently.
- Design and implement a streamlined support process, including escalation paths and ticket tracking, to ensure timely resolution of customer queries.
- Respond to customer inquiries across multiple channels, providing empathetic and solution-oriented communication.
- Provide technical assistance for core platform modules, including online store management, website builder, Point of Sale system, and customer app.
- Deliver onboarding support and guide customers through platform features and best practices.
- Categorize and triage support requests to ensure timely resolution based on urgency and complexity.
- Collaborate with technical teams to resolve escalated issues and report bugs or feature requests.
- Ensure high availability and quality standards for call-based support.
- Analyze support trends to recommend documentation improvements and enhance customer satisfaction.
- Minimum 2 years of experience in customer support, preferably in a SaaS or tech environment.
- Familiarity with the retail industry or commerce platforms is an advantage.
- Experience with VOIP systems such as RingCentral, Aircall, or similar.
- Strong written and verbal communication skills in English.
- Knowledge of ticketing tools (e.g., Zendesk, Freshdesk, or similar).
- Ability to work flexible hours to accommodate clients in different time zones.
- Understanding of web hosting, domain management, and basic website setup.
- Basic knowledge of POS systems and retail workflows.
- Familiarity with CRM or support automation tools.
Qualifications: Bachelor's Degree in Computer Science
Experience: Minimum 2 years in customer support
No of vacancies: 1
Location: Lahore
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