System Support Engineer L-1
Contegris Technology Solutions
Date: 4 days ago
City: Lahore
Contract type: Full time

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:
- Respond promptly and professionally to customer inquiries received via phone, email, and chat.
- Resolve customer complaints and issues efficiently and empathetically.
- Actively listen to customer concerns and ask clarifying questions.
- Proficiently use CRM / HelpDesk to track customer interactions and manage.
- Utilize chat platforms and email systems effectively.
- Analyze customer issues and identify root causes and offer appropriate solutions and alternatives to resolve customer problems.
- Follow up with customers to ensure resolution and satisfaction.
- Accurately document all customer interactions in the CRM system. Maintain detailed records of customer inquiries, complaints, and resolutions.
Requirements:
- Bachelor's degree, preferably BS. Students currently enrolled in a BS (CS / IT) are also encouraged to apply.
- 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.
Location: Garden Town, Lahore
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