System Support Engineer L-1

7 days ago

Lahore, Punjab, Pakistan Contegris Full time 300,000 - 600,000 per year
About Contegris

Contegris is a leading SaaS company dedicated to delivering Technology Solutions for a Delightful Customer Experience. Since 2012, we've been empowering over 300 enterprise clients across 20+ industries with our smart and scalable solutions. Our product suite includes an Omni-Channel Contact Center Platform (Intellicon), Helpdesk, Sales CRM, Unified Communication, WhatsApp Business API, and AI-powered self-service tools. With innovation at the core, we strive to enhance how businesses connect with their customers.

Job Overview

We are looking for a proactive System Support Engineer to resolve user-reported technical issues and ensure high First Contact Resolution (FCR) rates. The role involves troubleshooting, documenting incidents, escalating alerts when necessary, and maintaining a positive customer experience. Strong communication skills and a customer-centric approach are essential.

Key Responsibilities

Customer Interaction:

  • Respond promptly and professionally to customer inquiries received via phone, email, and chat.
  • Provide accurate and helpful information about products, services.
  • Resolve customer complaints and issues efficiently and empathetically.
  • Maintain a positive and customer-centric attitude at all times.

Communication:

  • Communicate clearly and effectively, both verbally and in writing.
  • Use proper grammar and spelling in all written communications.
  • Actively listen to customer concerns and ask clarifying questions.

Technical Skills:

  • Proficiently use CRM / HelpDesk to track customer interactions and manage.
  • Utilize chat platforms and email systems effectively.

Problem Solving:

  • Analyze customer issues and identify root causes.
  • Offer appropriate solutions and alternatives to resolve customer problems.
  • Escalate complex issues to appropriate team members.
  • Follow up with customers to ensure resolution and satisfaction.

Record Keeping:

  • Accurately document all customer interactions in the CRM system.
  • Maintain detailed records of customer inquiries, complaints, and resolutions.
Requirements
  • Education: Bachelor's degree, preferably BS. Students currently enrolled in a BS (CS / IT) are also encouraged to apply.
  • Experience: Fresh or up to 1 year experience in high pace call center (preferable).
  • Basic knowledge of Linux, Networking, and Network Security
  • Customer Oriented
  • Excellent Communication Skills
  • Attention to detail
  • Ability to handle pressure
  • Good Team player
  • Strong problem-solving skills
  • Willing to perform duties in morning/afternoon/evening/night shift.

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