Technical Support Representative

3 days ago


Islamabad, Islamabad, Pakistan beBee Careers Full time

We are seeking a Technical Support Representative to provide exceptional technical assistance to customers using our products and services.

Job Description:
  • The role involves resolving customer queries, recommending solutions, and guiding users through product features and functionalities.
  • You will play a key role in establishing our reputation as a company that delivers outstanding customer support throughout sales and after-sales processes.
Key Responsibilities:
  1. Respond promptly and accurately to customer inquiries via phone, email, or chat.
  2. Identify customer needs and assist them in utilizing specific product features.
  3. Analyze and document product malfunctions, including testing different scenarios or simulating user behavior.
  4. Update internal databases with information on technical issues and customer interactions.
  5. Monitor social media for customer complaints and proactively offer assistance.
  6. Share feature requests and effective workarounds with colleagues.
  7. Notify customers about new product features and functionalities.
  8. Follow up with customers to ensure technical issues are resolved.
  9. Gather customer feedback and share it with relevant teams.
  10. Support the training of junior Customer Support Representatives.
Requirements:
  • Experience as a Technical Support Representative or equivalent role.
  • Familiarity with the industry is an asset.
  • Proficiency in using help desk software and remote support tools.
  • Understanding of CRM system functionality.
  • Exceptional communication and problem-solving skills.
  • Able to multitask and handle complex cases with patience.
  • Bachelor's degree in Information Technology or relevant diploma.


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