Customer Support Representative (Onsite, Islamabad, PKR Salary)

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Date: 2 weeks ago
City: Remote
Contract type: Full time
Remote
Requirements:

  • 1–2 years of experience in customer support, customer service, or a similar role.
  • Excellent verbal and written communication skills.
  • Experience with customer support platforms such as Zendesk, Freshdesk, Intercom, or similar tools.
  • Basic understanding of SaaS products, web applications, or digital services.
  • Strong problem-solving and troubleshooting abilities.
  • Ability to manage multiple customer inquiries efficiently.
  • Detail-oriented with strong organizational skills.
  • Customer-focused mindset with a professional and empathetic approach.


Responsibilities:

  • Respond to customer inquiries via email, chat, and ticketing systems in a timely manner.
  • Diagnose and resolve product or service-related issues.
  • Escalate technical or complex concerns to relevant teams with proper documentation.
  • Maintain accurate records of customer interactions and resolutions.
  • Ensure adherence to established response and resolution SLAs.
  • Follow up with customers to confirm successful issue resolution.
  • Contribute to internal knowledge bases by documenting recurring issues and solutions.
  • Identify opportunities to improve support processes and customer experience.

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