System Support Engineer L-1

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