BPO - Technical Support

2 weeks ago

Pakistan XEENEX TECH Full time 300,000 - 600,000 per year

About the role

We are hiring a fluent English speaker to deliver friendly, fast, and accurate help desk support. You will resolve technical issues, guide users step by step, and keep tickets moving until closure. This is a fully remote role aligned to Eastern Time, with occasional weekend coverage.

Key responsibilities

  • Provide Tier 1 and Tier 2 support via chat, email, and phone

  • Triage, document, and resolve tickets within SLA using our ITSM tool

  • Troubleshoot Windows and macOS, user accounts, MFA, VPN, printers, and basic network issues

  • Support SaaS apps, O365 or Google Workspace, and common productivity tools

  • Perform user onboarding and offboarding, account provisioning, permissions, and device setup

  • Use remote access tools to diagnose and fix issues

  • Escalate clearly with replicable steps and logs when needed

  • Maintain accurate notes, knowledge base articles, and status updates

  • Monitor alerts and follow runbooks to reduce downtime

  • Contribute to process improvements and customer satisfaction

Required qualifications

  • Excellent spoken and written English with clear, patient communication

  • 1 to 3 years in help desk or technical support

  • Hands on experience with ticketing systems and remote support tools

  • Strong troubleshooting for Windows, macOS, and common SaaS apps

  • Understanding of networking basics DNS, DHCP, TCP IP, Wi Fi, VPN

  • Familiarity with identity and access management, MFA, and security best practices

  • Organized, accountable, and calm under pressure

Nice to have

  • CompTIA A plus, Network plus, or similar

  • Experience with POS, VoIP, MDM, or scripting basics PowerShell or Bash

  • Prior work in distributed or MSP environments

Schedule and location

  • Location Remote

  • Hours Core coverage in Eastern Time

  • Occasional weekend rotation with weekday time off provided

Equipment and environment

  • Reliable high speed internet and a quiet workspace

Compensation and benefits

  • Competitive salary based on experience

  • Paid time off and public holidays aligned to primary region

  • Professional development support and certification reimbursement

How to apply

Send your resume and a short note on a tricky issue you solved, including your approach and outcome. Include your Eastern Time availability and earliest start date.

Job Type: Full-time

Pay: Rs25, Rs50,000.00 per month

Work Location: Remote

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