Call Center Agent – Software Support

5 days ago

Lahore, Punjab, Pakistan Octet Solutions(SMC-PVT) Limited Full time 480,000 - 800,000 per year

We are hiring a Call Center Agent (preferably female) to join our software house support team. The ideal candidate will manage customer interactions across calls, chats, emails, and social media, ensuring fast, friendly, and accurate technical assistance for users of the company's software products.

You'll be the frontline voice of the company, helping customers resolve issues, understand features, and stay satisfied, all while maintaining strong communication and quality standards.

Key Responsibilities

  • Handle inbound and outbound calls, live chats, emails, and social media messages from customers.
  • Provide first-line technical support for software issues (installation, account setup, usage guidance, etc.).
  • Log and manage all customer interactions in the CRM or ticketing system
  • Meet key call center KPIs: AHT (Average Handle Time), FCR (First Contact Resolution), CSAT (Customer Satisfaction), and SLA adherence.
  • Escalate advanced technical issues to Tier-2 support or the development team.
  • Follow up with customers to ensure problem resolution and positive feedback.
  • Document recurring issues and share improvement insights with QA and Product teams.
  • Maintain a strong understanding of company products and new feature releases.

Requirements

  • Minimum 6 months of experience in a Call Center or Customer Support role (preferably within IT/Software).
  • Excellent English communication skills (verbal and written).
  • Tech-savvy with the ability to explain software solutions in simple terms.
  • Strong problem-solving skills, patience, and attention to detail.
  • Experience handling social media customer queries (Facebook, LinkedIn, Instagram).

Benefits

  • Competitive salary based on experience.
  • Career growth opportunities.
  • Free training on company products and tools.
  • Supportive work culture in a growing international tech environment.

Location: 30 R, DHA Phase 8, Ex Air Avenue, Lahore ( near Neon Square)

Timings: 8:00 pm - 5:00 am ( On site- Night Shift)

Job Type: Full-time

Pay: Rs40,000.00 per month

Application Question(s):

  • Are you able to travel on-site Mon-Fri (8:00 pm - 5:00 am ) Night Shift ?
  • Do you have good communication and spoken english skills?

Work Location: In person

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