Help Desk Specialist

1 week ago

Lahore, Punjab, Pakistan ACME ONE Full time

Experience: 2-3 Years

Key Responsibilities:

· Provide frontline technical support and assistance to users of company software products via phone, email, chat, and ticketing system.

· Troubleshoot software issues reported by users, diagnosing problems, and providing timely resolution or escalation as needed.

· Respond to helpdesk tickets and inquiries from end-users regarding technical issues, software applications, and IT infrastructure.

· Document support cases, resolutions, and troubleshooting steps in the helpdesk ticketing system, ensuring accurate and thorough record-keeping.

· Communicate with users to gather additional information about reported issues, clarify requirements, and provide updates on the status of support cases.

· Collaborate with internal teams, including software development, quality assurance, and product management, to address complex technical issues and provide feedback on product improvements.

· Provide training and guidance to users on software functionality, best practices, and troubleshooting techniques.

· Contribute to the development and maintenance of support documentation, knowledge base articles, and training materials.

Qualifications:

· Bachelor's degree in computer science, Information Technology, or related field preferred.

· Previous experience in technical support, helpdesk, or customer service roles, preferably in a software support environment.

· Strong technical aptitude and troubleshooting skills, with a passion for solving problems and helping others.

· Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users effectively.

· Familiarity with helpdesk ticketing systems, CRM software, and remote support tools.

· Ability to work independently and collaboratively in a fast-paced, dynamic environment.

Additional Requirements:

Flexibility to work outside of regular business hours as needed.

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