Help Desk Specialist

2 weeks ago

Lahore, Punjab, Pakistan beBeeSupport Full time
Technical Support Specialist

We are seeking a highly skilled Technical Support Specialist to join our dedicated support team. This role is ideal for an individual with a strong command of English and a background in accounting or technical support.

The successful candidate will provide responsive, high-quality support for our proprietary software, basic hardware, and hosting services via email, live chat, or phone.

This role involves providing technical assistance and troubleshooting support for software and hardware issues, using a ticketing system to create, prioritize, manage, and document customer support cases, maintaining accurate and timely records for all support interactions, identifying and escalating critical or recurring issues to the team lead, delivering after-hours support when required, ensuring customer satisfaction by achieving an 80%+ positive feedback rating on closed support tickets, meeting team KPIs including ticket resolution time and volume, and contributing to and maintaining an up-to-date internal knowledgebase.

  • Key Responsibilities:
  • Provide technical assistance and troubleshooting support for software and hardware issues.
  • Use a ticketing system to create, prioritize, manage, and document customer support cases.
  • Maintain accurate and timely records for all support interactions.
  • Identify and escalate critical or recurring issues to the team lead.
  • Deliver after-hours support when required.
  • Ensure customer satisfaction by achieving an 80%+ positive feedback rating on closed support tickets.
  • Meet team KPIs including ticket resolution time and volume.
  • Contribute to and maintain an up-to-date internal knowledgebase.

Required Skills and Qualifications:

  • Enthusiastic, quick learner with strong attention to detail.
  • Excellent English communication skills (verbal and written).
  • Experience living or studying in North America or the UK is a plus.
  • Customer-focused with a polite, professional, and tactful demeanor.
  • Strong analytical and problem-solving skills.
  • Bachelor's degree or equivalent (preferably in Accounting or Business Management).
  • 1–2 years of experience in a technical/software support role.
  • Familiarity with support tools such as ticketing systems and knowledgebases.
  • Basic accounting knowledge is preferred.
  • Proficient in Microsoft Office Suite.
  • Understanding of Windows Operating System and basic hardware troubleshooting.
  • Familiarity with database systems and SQL is a plus.

Benefits:

  • Market-leading salary.
  • Medical coverage – self and dependents.
  • Parents' medical coverage.
  • Provident fund.
  • Employee performance-based bonuses.
  • Home internet subsidy.
  • Conveyance allowance.
  • Profit-sharing plan [tenured employees only].
  • Life benefit.
  • Childcare facility.
  • Company-provided lunch/dinner.
  • Professional development budget.
  • Recreational area for in-house games.
  • Sporadic on-shore training opportunities.
  • Friendly work environment.
  • Leave encashment.

Work Environment:

  • Full-time role aligned with Eastern Standard Time (EST).
  • Must be willing to work weekends as required.
  • Based out of Contour Lahore Office, functioning as part of the Global Support Team.

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