Customer Support Representative

1 day ago

Lahore, Punjab, Pakistan beBee Careers Full time
Job Description

We are seeking a highly skilled customer support representative to join our team. This role is perfect for individuals who enjoy providing top-notch support and resolving issues efficiently.

About the Role:

  1. Ticket Triage: Categorize incoming email tickets based on issue type, product, urgency, and required customer information.
  2. Customer Interaction: Respond promptly and courteously to customer inquiries regarding software functionality, troubleshooting, and general information using support documentation.
  3. Issue Resolution: Diagnose and resolve basic software issues and user errors following established procedures. Escalate complex issues to higher-level support or relevant departments as needed.
  4. Knowledge Management: Maintain up-to-date knowledge of our SaaS products and support documentation. Update and document customer interactions, issues, and resolutions in the support ticketing system. Provide weekly reporting on outstanding tickets by solution, urgency, and type.
  5. Performance Monitoring: Meet or exceed performance metrics, including response times, resolution times, and customer satisfaction scores. Participate in regular training and development sessions to enhance support skills and product knowledge.
  6. Team Collaboration: Collaborate with team members and other departments to improve support processes and customer experience. Provide feedback on common issues or trends to help improve the software and support strategies.
Requirements:
  1. Education: High school diploma or equivalent required; Associate's degree or higher in a related field preferred.
  2. Experience: Previous experience in customer support or a related role is a plus, especially in a SaaS or tech environment.
  3. Skills: Excellent communication skills, both written and verbal. Basic troubleshooting skills and the ability to learn new software quickly. Proficiency in using support ticketing systems and CRM tools. Excellent problem-solving abilities and a customer-focused mindset.
  4. Attributes: Patient, empathetic, and able to handle customer inquiries with professionalism. Ability to work independently and as part of a team in a fast-paced environment. Strong organizational skills and attention to detail.

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