Jr Technical Support Specialist

22 hours ago

Islamabad, Islamabad, Pakistan beBeeSupport Full time 250,000 - 450,000

Our company is looking for a skilled Jr Technical Support Specialist to join our team.

This role involves providing exceptional technical support to clients, resolving their queries and issues efficiently. The primary responsibility of the successful candidate will be to ensure that all customers receive high-quality support and are satisfied with the service they receive.

The ideal candidate should have excellent communication skills, both verbal and written. They should also have strong organizational skills and the ability to manage multiple priorities simultaneously.

We are looking for someone who can learn new systems and processes quickly and has experience in customer-facing roles. Additionally, knowledge of Odoo would be an advantage but not essential.

The successful candidate will be responsible for:

  • Ticket Management: Manage incoming tickets, triage them, and resolve them within established service level agreements (SLAs).
  • Customer Interaction: Provide prompt responses to customer inquiries and Odoo-related issues through various communication channels.
  • Troubleshooting: Diagnose and resolve basic Odoo issues, escalating more complex problems to upper-level support teams.
  • Knowledge Sharing: Create informative content on solved tickets to assist in future troubleshooting and knowledge sharing.
  • Continuous Improvement: Identify and recommend opportunities to enhance support processes.

We offer a competitive salary and benefits package, as well as opportunities for career growth and professional development. If you are a motivated and results-driven individual who is passionate about delivering exceptional customer service, please apply for this exciting opportunity.

In addition to the above responsibilities, the successful candidate will be expected to:

  • Start the day by prioritizing and managing incoming tickets to ensure timely resolution.
  • Engage with clients over phone support, live chats, or through our support portal to address their needs.
  • Document ticket resolutions and discussions to ensure clear communication and record-keeping.

We are committed to providing a supportive and inclusive work environment that fosters creativity, innovation, and collaboration. We encourage applications from talented individuals who share our values and are passionate about delivering exceptional results.

Key Performance Indicators (KPIs):

  • First-Touch Resolution: Target resolving a minimum of 80% of tickets during the first contact with the support team.
  • Customer Satisfaction: Maintain a client satisfaction score of no lower than 4.9 rating.
  • SLAs Compliance: Ensure that 90% of tickets are resolved within SLA timelines.

Qualifications & Skills:

  • Excellent Communication Skills: Strong verbal and written communication skills are essential for success in this role.
  • Strong Organizational Skills: Ability to manage multiple priorities and tasks simultaneously.
  • Technical Skills: Proficiency in Odoo or similar systems is desirable but not essential.
  • Customer-Facing Experience: Previous experience in customer-facing roles is advantageous.

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