Problem Resolution Expert

5 days ago


Lahore, Punjab, Pakistan beBee Careers Full time
Role Description

We are seeking a problem resolution expert to join our team. As a problem resolution expert, you will be responsible for identifying and resolving customer complaints in a timely and effective manner.

Key Responsibilities:

  1. Complaint Handling: Identify and categorize customer complaints based on issue type, product, urgency, and required customer information.
  2. 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.
  3. Documentation: Update and document customer interactions, issues, and resolutions in the support ticketing system.
  4. Performance Metrics: Meet or exceed performance metrics, including response times, resolution times, and customer satisfaction scores.
  5. Collaboration: Collaborate with team members and other departments to improve support processes and customer experience.
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.
  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.


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