Help Desk Expert

16 hours ago

Islamabad, Islamabad, Pakistan beBee Careers Full time

**Customer Solutions Specialist - Help Desk Expertise**

This role is ideal for individuals who enjoy providing top-notch customer support and have a passion for resolving technical issues. As a Customer Solutions Specialist, you will be the first point of contact for customers, responding to incoming support requests via email and assisting mid-market businesses in troubleshooting technical issues.

The ideal candidate will possess strong interpersonal skills, with the ability to build strong relationships, quickly establish credibility, and collaborate across multiple internal and external teams. They should also be highly organized and detail-oriented, with a solution-oriented approach to problem-solving.

**Responsibilities:**

  • Respond to incoming support requests via email and assist mid-market businesses in troubleshooting technical issues.
  • Serve as the primary point of contact for escalated technical issues, providing advanced troubleshooting and problem-solving expertise.
  • Investigate and resolve complex software and hardware problems by analyzing system logs and conducting root cause analysis.
  • Collaborate with other departments, such as development or customer growth, to resolve issues that require cross-functional expertise.
  • Conduct training sessions and workshops for mid-market businesses.
  • Act as a subject matter expert, providing guidance and mentorship to junior technical solutions specialists.
  • Communicate with customers in a clear and concise manner, providing step-by-step instructions and explanations.
  • Manage customer expectations by setting realistic timelines for issue resolution and following up with customers to ensure satisfaction.

**Requirements:**

  • 2-3 years of experience in customer support or customer care with international clients (especially in the US, North America, Canada, & Australia). Experience in the SaaS industry is a competitive edge.
  • Highly organized and detail-oriented.
  • A solution-oriented approach to problem-solving.
  • Familiarity with the operations and needs of a business owner in small-to-medium-sized businesses.
  • Strong interpersonal skills and proficiency in English communication (both written & verbal).

**Benefits:**

  • Competitive salary package based on experience.
  • Comprehensive group health and life insurance.
  • Gratuity.
  • EOBI.
  • Transport facility (if place of residency is within a 20-kilometer radius of company's address) / fuel allowance.
  • Paid time off (annual, sick, casual, bereavement, parental).
  • Quarterly bonuses.
  • Quarterly fun event.
  • Staff recognition programs.
  • Staff training programs.
  • Career progression.

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