Help Desk Specialist

We are seeking a highly skilled Help Desk Specialist to join our team. As a Help Desk Specialist, you will play a crucial role in providing exceptional technical support and training to our customers.

• You will be responsible for assisting customers with level 1 and 2 technical inquiries, resolving software-related issues, system configuration, and conducting end-user training sessions.

Key Responsibilities:

• Techincal Support:
  • Respond promptly to incoming customer inquiries via multiple channels.
  • Provide thorough and accurate technical assistance for level 1 and level 2 support issues.
  • Troubleshoot software-related problems and guide customers through issue resolution.
  • Document all customer interactions, inquiries, and solutions in the company's CRM tracking system.
  • Collaborate with other team members to escalate complex technical issues when necessary.
  • Stay up-to-date with the latest software updates and enhancements to provide accurate information.
  • When requested, record a video illustrating how to implement a new software feature or solve an implementation or daily operational issue.
• Customer Training:
  • Conduct comprehensive end-user training sessions for new and existing customers.
  • Support the development of system-specific training materials, documentation, and resources to facilitate effective training.
  • Customize training sessions as directed to meet specific customer needs and skill levels.
  • Assist customers in understanding software features, functionality, and best practices.
  • Evaluate training efficiency and gather feedback to continuously improve training programs.

Software Expertise:

• Thoroughly learn and maintain expert-level knowledge of software products.
• Stay informed about software updates, changes, and new features to effectively assist customers.
• Identify recurring customer issues and collaborate with the development team to improve software functionality.
• Knowledge Database usage.

Customer Communication:

• Maintain a professional and courteous demeanor in all customer interactions.
• Clearly communicate technical information to non-technical customers in an understandable manner.
• Provide timely updates to customers regarding the status of their support inquiries.

Problem Solving:

• Analyze and diagnose technical issues reported by customers to determine root causes.
• Develop creative solutions to resolve software-related challenges and minimize downtime.

Team Collaboration:

• Collaborate with fellow technical support team members to share knowledge and best practices.
• Participate in team meetings, training sessions, and knowledge-sharing activities.

Required Qualifications:

• Bachelor's degree in a related field.
• At least 3 years of hands-on experience in the same industry.
• Strong technical aptitude and familiarity with software applications, e.g. SaaS, etc.
• Prior experience in inbound technician support.
• Solid understanding of the purpose and benefits of using a customer relationship management (CRM) technology.
• Excellent communication skills, both written and verbal.
• Patient and empathetic when dealing with customers, particularly in stressful situations.
• Able to explain complex technical concepts in simple terms.
• Detail-oriented and strong problem-solving skills.
• Previous experience in technical support and customer service is preferred.

Benefits:

• Paid Time Off
• Performance-based bonuses
• Health Insurance

Other Details:

Work Mode: Remote

Location: Lahore

Experience: 3+ years

Days: Monday to Friday

Timing: 5pm-2am