Customer Support Representative

2 weeks ago

Lahore, Punjab, Pakistan 2B VisionTechnologies Full time 200,000 - 400,000 per year

We are seeking a detail-oriented and customer-focused
Level 1 Support Team Member
to be the first point of contact for our users. You will assist customers with basic technical issues, respond to general product questions, and escalate more complex issues to higher-tier support or engineering as needed.

Key Responsibilities

  • Respond to customer inquiries in a professional and timely manner.
  • Provide first-level support by identifying and resolving common technical problems or usage questions such as:
  • Password resets
  • Installation guidance
  • Software navigation help
  • Known issues and FAQs
  • Document and track support tickets using the company ticketing system.
  • Follow troubleshooting guides and standard operating procedures to resolve issues.
  • Escalate unresolved or complex issues to Level 2 support or relevant teams, with clear documentation.
  • Gather customer feedback and report recurring issues to help improve the product.
  • Maintain a high level of customer satisfaction by delivering friendly and effective service.
  • Continuously update knowledge of the company's products and services.

Requirements

  • Excellent written and verbal communication skills.
  • Basic understanding of software applications and general troubleshooting techniques.
  • Strong problem-solving abilities and attention to detail.
  • Ability to work independently and as part of a team in a fast-paced environment.
  • Experience using help desk software or CRM systems is a plus.
  • 1+ year of experience in a customer service or technical support role preferred.
  • Bachelor's degree is mandatory; post-secondary education in IT, computer science, or related field is a plus.

Preferred Skills (Nice to Have)

  • Familiarity with SaaS platforms.
  • Basic knowledge of databases, APIs, or web technologies.

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