Associate Application Support Engineer

2 weeks ago

Lahore, Punjab, Pakistan Shaukat Khanum Memorial Cancer Hospital and Research Centre Full time 120,000 - 180,000 per year

Role Description

We are looking for an enthusiastic and detail-oriented Associate Application Support Engineer (Customer Service Representative) to join our team. The ideal candidate will have a strong technical background and a commitment to delivering top-notch client support. If you have experience in IT call centers, front desk support, and are familiar with tools like Jira, we want to hear from you

Key Responsibilities:

  • Client Support:
    Manage large amount of incoming phone calls ,Provide technical support to clients via phone, email, and other communication channels.
  • Issue Tracking:
    Received Complain Via call , email Log customer complaints in Jira and direct them to the relevant stakeholders for resolution.
  • Escalation Management:
    Handle customer escalations according to agreed Service Level Agreements (SLAs) and support agreements.
  • Customer Engagement:
    Maintain a high level of customer engagement and satisfaction, ensuring all interactions are positive and productive.
  • Instructional Methods:
    Use various instructional techniques to ensure effective communication and resolution of client issues.
  • Subject Matter Expertise:
    Monitor, prioritize, and respond appropriately to all support requests, using your expertise to provide accurate and timely solutions.
  • Diagnosis & Support:
    Use your knowledge and soft skills to understand and diagnose customers' needs accurately.
  • Customer Advocacy:
    Engage in customer success initiatives and advocate for customer needs within the organization.

Qualifications:

  • Education:
    BSCS, MCS, or Msc (CS) degree.
  • Experience:
    IT call center and IT support front desk experience preferred. Familiarity with Jira is a plus.
    Fresh graduates are encouraged to apply.
  • Technical Skills:
    Must have knowledge of SQL.
  • Availability:
    Ability to work in a 24/7 rotational shift environment.

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