Customer Support Professional

21 hours ago


Lahore, Punjab, Pakistan Thingtrax Ltd Full time

About the Role

This Customer Support Specialist position at Thingtrax Ltd involves delivering exceptional technical assistance to customers across various communication channels. As a key member of our support team, you will foster strong relationships with customers by providing prompt and effective solutions to their queries.

Duties and Responsibilities:

  1. Customer Interaction
  • Engage with customers through email, phone, chat, and ticketing system to ensure timely resolution of technical issues.
  • Promote a customer-centric approach by offering helpful and professional technical guidance.
Technical Troubleshooting
  • Conduct thorough diagnostics and troubleshooting for both hardware and software problems.
  • Provide efficient solutions to technical challenges while minimizing disruption to customers.
Product Expertise
  • Cultivate in-depth knowledge of our product suite to offer informed guidance to customers.
  • Stay updated on new product features and functions to accurately address customer inquiries.
Documentation and Knowledge Base
  • Ensure all troubleshooting steps and solutions are thoroughly documented for future reference.
  • Regularly contribute to our knowledge base and guarantee that customer-facing resources are up-to-date and easily understandable.
Issue Escalation
  • Proactively escalate critical or unresolved issues to the appropriate internal teams, ensuring follow-through until resolution.
Customer Training and Support
  • Lead training initiatives and develop user-friendly guides to assist customers in maximizing their product usage.
  • Offer proactive support during setup and integration processes to ensure seamless adoption.


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