Tier 1 Agent Technical Support

Department: CONTACT CENTER Experience: 2 YearsDeadline: February 07, 2025Location: Rawalpindi, Pakistan

Job Profile

As a Tier-I Agent Technical Support, you will serve as the main point of contact for technical issues and questions coming from US-based clients. You will not only be responsible for providing world-class assistance/ guidance via calls and emails What You’ll Do

• Email and Voice Support – Answer inbound inquiries coming through the support hotline or support email addresses with US-based clients.
• Customer Service Analysis – collect customer support requests and bugs and relay findings to the product and enhancement teams to address these issues.
• Answer inbound calls from customers remotely and troubleshoot issues on problem calls from customers.
• Communicate troubles to other departments by opening tickets in the database, analyze issues in a timely manner, and report to other departments if needed professionally and accurately handle customer requests including technical and non-technical inquiries.
• 1-2 years of experience as a Tier 1 Technical Support Agent/ Customer Support Specialist/ Call Center Representative with US-based customers and clients,
• Excellent verbal and written communication skills
• Handle inbound and outbound calls with US-based clients.
• Exemplary attendance and punctuality.
• Thoroughly troubleshoot, investigate, and resolve customers’ problems.
• Shift duration is 9 hours a day and 5 days a week (Permanent Night Shift Job)
• Natural instinct to empathize with users
• Maintain 90% CSAT (customer satisfaction) and above 90% QA (quality assurance) ratings
  
• Strong analytical skills/problem-solving skills
• Strong phone contact handling skills, active listening & understanding
• Customer orientation and ability to adapt/respond to different types of characters
• Ability to multi-task, prioritize, and manage time effectively
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Provide accurate, valid, and complete information by using the right methods/tools
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure the resolution
• Keep records of customer interactions, process customer accounts, and file documents
• Follow communication procedures, guidelines, and policies
• Take the extra mile to engage customers

Tools / Skills

• Proficient with technical troubleshooting
• Exceptional Communication Skills.
• Sales Force
• MS Office, Excel.
• Email writing skills.
• Ability to prioritize tasks and organize workflow.
• Requires excellent decision-making skills and initiative.
• Technical Support Experience
• The capacity to work well within a team.
• Attention to detail.
• Logical thinking.
• Expert knowledge of how operating systems and software work.
• Motivation
• Patience
• Problem-Solving
• Interpersonal skills as you will regularly be in contact with colleagues and/or customers.

Additional Information

Total Position(s) 3 Positions Gender Does not matter Minimum Education Intermediate/A-Level Degree Title Intermediate/A-Level Shift Night Nature of Job Work From Office