Help Desk Manager

3 days ago


Karachi, Sindh, Pakistan beBee Careers Full time
About Help Desk Manager

This role involves managing the help desk to ensure high customer satisfaction through timely and effective problem resolution. The successful candidate will work closely with cross-functional teams to ensure positive user experiences.

Key Responsibilities:
  • Help Desk Management: Manage and resolve help desk tickets efficiently, adhering to SLAs and providing timely communication with users on ticket progress and resolutions.
  • Customer Issue Resolution: Ensure customer issues are tracked, monitored, and resolved in a timely manner.
  • Product Knowledge: Provide guidance on software products and suggest product upgrades when appropriate to enhance client experience.
  • Collaboration: Work closely with other departments to ensure issues are well-documented and addressed.
Requirements:
  • Required: At least 5+ years in a technical support/helpdesk role. Strong knowledge of website & CRM applications.
  • Desired: Graduation in Computer Science or related field. Basic accounting knowledge could be an asset in understanding financial functions.
Work Environment:
  • Shift Hours: 9 AM to 9 PM Pacific Standard Time.
  • Weekend Availability: Must be willing to work on weekends when required.
  • After Hours Support: Willingness to provide support outside standard business hours as needed.
Benefits:
  • Market-leading Salary
  • Medical Coverage – Self & Dependents
  • Parents Medical Coverage
  • Provident Fund
  • Employee Performance-based bonuses
  • Home Internet Subsidy
  • Conveyance Allowance
  • Profit Sharing Plan [Tenured Employees Only]
  • Life Benefit
  • Child Care Facility
  • Company Provided Lunch/Dinner
  • Professional Development Budget
  • Recreational area for in-house games
  • Sporadic On-shore training opportunities
  • Friendly work environment
  • Leave Encashment


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