Software Support Representative

2 weeks ago

Karachi, Sindh, Pakistan Insta World Full time 900,000 - 1,200,000 per year

Company Description

Insta World is Pakistan's fastest e-commerce delivery platform, providing seamless shipping solutions across the country. Insta World allows businesses to ship all around Pakistan without the hassle of managing multiple delivery partners. Our focus is on enhancing logistics efficiency to ensure quick and reliable service for all our users.

Software Support Executive

As a Software Support Executive, you will be the first point of contact for users facing software-related issues. You'll ensure the efficient installation, configuration, and maintenance of our software systems while providing timely resolutions to user queries. You will manage support requests via email, chat, or phone, logging and tracking issues in the ticketing system. You will also create user guides and FAQs to help users better understand the software, and provide training to new users to enhance their experience. In complex cases, you'll escalate issues to senior-level support or developers for further resolution.

Job Description:

  • Respond promptly to user queries through email, chat, or phone, delivering excellent customer service.
  • Install, configure, and update software applications and ensure smooth operation.
  • Log, track, and prioritize technical issues in the ticketing system, ensuring timely resolution.
  • Collaborate with higher-level support or developers to resolve complex technical problems.
  • Develop user-friendly guides, FAQs, and training materials to improve user knowledge.
  • Provide proactive training and ongoing support for new users to maximize software adoption and efficiency.

Experience & Requirements:

  • Bachelor's degree in Computer Science, Information Technology, Software Engineering, or a relevant diploma/certification in IT.
  • 1-2 years of experience in a helpdesk, IT support, or software support role, preferably in the IT or banking industry.
  • Strong technical aptitude with the ability to quickly learn and master company-specific software.
  • Excellent troubleshooting skills, with the ability to identify and resolve technical/software issues.
  • Familiarity with ticketing systems like Zendesk, Jira, Freshdesk, or similar tools.
  • Proficient in remote support tools such as TeamViewer, AnyDesk, etc.
  • Strong communication skills with the ability to explain complex technical issues in simple, understandable terms.
  • A problem-solving mindset with a keen ability to think critically and provide solutions under pressure.
  • Patience and the ability to handle user frustration with professionalism and empathy.
  • Strong time management skills to handle multiple support requests simultaneously.
  • Team-oriented with the ability to collaborate effectively with developers and other support staff.

What We Offer:

  • Market competitive salary that reflects your skills and experience.
  • Collaborative and supportive team environment where your contributions are valued.
  • Positive, high-energy workplace culture that celebrates your success and growth.
  • Opportunities for career advancement and continuous skill development.

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