Technical Support Specialist

2 weeks ago

Lahore, Punjab, Pakistan Outsource Tel Full time 600,000 - 1,200,000 per year

Job Summary:

As a Tier 1 Technical Support Agent, you will be responsible for providing

technical assistance and support to end-users who are experiencing technical issues with

products or services. You will work to resolve issues and respond to inquiries in a timely and

professional manner, while adhering to service level agreements (SLAs).

Key Responsibilities:

● Respond, monitor, and manage end-user inquiries through Zendesk, ensuring timely

resolution within SLA.

● Facilitate bug reporting procedures by accurately reporting and documenting bugs to

escalate to the relevant team(s).

● Escalate complex issues to Support Team Manager, product management, or

development.

● Reset user passwords and provide guidance on password policies and best practices.

● Log tickets and maintain accurate records of all end-user interactions and issue

resolution progress.

● Provide ticket responses to end-users in a professional and courteous manner, ensuring

clear and concise communication.

● Track and follow-up on issues until they are resolved and closed.

Requirements:

● Strong communication skills and ability to provide excellent customer service.

● Excellent problem-solving skills with a keen attention to detail.

● Ability to work independently as well as part of a team.

● Familiarity with Zendesk or other ticketing system preferred.

● Knowledge of basic technical troubleshooting principles and practices.

● Experience in a technical support role preferred.

Experience:

  • ● 1-2 years of experience in a technical support role or similar position preferred.

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