Help Desk Associate

11 hours ago


Lahore, Punjab, Pakistan Algo+ USA Full time

Job Description:

We are looking for a skilled Help Desk Associate to join our US team at Algo+ USA. As a critical member of our support team, you will be responsible for delivering top-notch customer service and ensuring seamless product experiences for our clients.

Main Responsibilities:

  1. Ticket Handling and Escalation:
  • Efficiently process incoming tickets, categorizing them based on priority, product, and issue type.
  • Diagnose and resolve basic software issues and user errors according to established procedures.
  • Escalate complex cases to senior support personnel or relevant teams as needed.
Customer Interaction and Documentation:
  • Provide prompt, professional, and informative responses to customer inquiries concerning software functionality, troubleshooting, and general information.
  • Maintain up-to-date knowledge of Algo+ SaaS products and support documentation.
  • Document customer interactions, issues, and resolutions within the support ticketing system.
Reporting and Performance Monitoring:
  • Regularly compile and submit reports detailing outstanding tickets by solution, urgency, and type.
  • Monitor performance metrics, including response times, resolution rates, and customer satisfaction scores.

Essential Skills and Qualifications:

  1. Education:
    A high school diploma or equivalent is mandatory; an associate's degree or higher in a related field is highly desirable.
  2. Experience:
    Previous experience in customer support or a related role is advantageous, particularly in a SaaS or tech environment.
  3. Skills:
    Effective communication skills, both written and verbal.
    Basic troubleshooting capabilities and adaptability in learning new software.
    Proficiency in using support ticketing systems and CRM tools.
    Superior problem-solving abilities and a customer-centric approach.
  4. Attributes:
    Patient, empathetic, and capable of handling customer inquiries with poise.
    Ability to work independently and collaboratively within a fast-paced environment.
    Strong organizational skills and attention to detail.

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