Call Center Representative

2 weeks ago

Rawalpindi, Punjab, Pakistan NEXGN TECHNOLOGIES Full time $2,000 - $4,000 per year

Job Summary:

We are seeking a Call Center Representative with excellent English communication skills (speaking, listening, and writing) and a strong foundation in Windows desktop support. The ideal candidate will handle customer calls, emails, and chat support with professionalism while also providing first-level technical support for Windows desktop-related issues.

Key Responsibilities:

  • Handle inbound and outbound calls with clarity, confidence, and professionalism.
  • Respond to customer inquiries via phone, email, and chat in fluent English.
  • Listen actively to customer concerns, provide accurate information, and resolve issues effectively.
  • Document all customer interactions in the CRM/ticketing system with proper grammar and clarity.
  • Provide first-level troubleshooting for Windows desktop issues, including:
  • User login problems
  • Software/application errors
  • Printer and peripheral setup
  • Network connectivity issues (basic troubleshooting)
  • Email and MS Office-related support
  • Escalate complex technical issues to higher-level support teams as needed.
  • Follow company communication protocols and maintain a high standard of customer service.
  • Meet performance metrics including response time, resolution time, and customer satisfaction scores.

Required Skills & Qualifications:

  • Excellent English communication skills (speaking, listening, and writing).
  • Strong ability to comprehend and respond in neutral/accent-free English.
  • Good knowledge of Windows desktop support including installation, troubleshooting, and user support.
  • Familiarity with common tools such as MS Office, Outlook, and basic networking.
  • Ability to type and document customer issues accurately in English.
  • Strong problem-solving, multitasking, and time management skills.
  • Ability to remain calm and professional under pressure.
  • Minimum Education: Bachelor's degree or Diploma in IT/Computer Science (preferred).
  • Experience:
  • Minimum 1–2 years in a customer service/call center environment.
  • Experience in IT helpdesk or Windows desktop support is a strong plus.

Preferred Skills:

  • Knowledge of remote desktop support tools (e.g., TeamViewer, AnyDesk, RDP).
  • Experience with ticketing systems (e.g., Zendesk, Freshdesk, ServiceNow).
  • Basic understanding of Active Directory, user account management, and ITIL processes.

Work Conditions:

  • Location: Rawalpindi, Khanna Pul
  • Shifts: Night shift (according to USA time)
  • Employment Type: Full-time

Job Type: Full-time

Pay: Rs100,000.00 per month

Work Location: In person

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