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Cronysoft

About the RoleCronySoft is hiring a Technical Support Manager to lead and manage our night shift technical support operations for USA-based customers using our Backoffice and POS.Key Responsibilities <ul><li>Lead and manage the night shift technical support team and ensure smooth operations throughout the shift.</li><li>Maintain shift discipline, attendance, and daily task execution.</li><li>Manage work allocation and prioritization, ensuring urgent issues are handled first.</li><li>Monitor and improve shift efficiency, response quality, and closure performance.</li></ul>Scheduling and Rosters<ul><li>Create and maintain rosters for multiple shift timings (3 different shift schedules).</li><li>Ensure adequate coverage and fair rotation across team members based on workload and business requirements.</li></ul>Customer Support Quality and Escalations<ul><li>Act as escalation point for complex customer issues, complaints, and feedback.</li><li>Ensure timely and professional resolution of escalations while maintaining customer confidence.</li><li>Maintain strong client relationships and resolve operational concerns professionally.</li><li>Ensure excellent customer experience by closely monitoring communication, especially in complex or stressful customer situations.</li></ul>Process Improvement and Compliance<ul><li>Develop and implement support processes to enhance customer experience and reduce repeat issues.</li><li>Ensure compliance with internal policies, operational standards, and documentation practices.</li></ul>Required Qualifications<ul><li>Bachelor&rsquo;s degree (mandatory).</li><li>Proven experience leading or supervising a support team.</li><li>Strong technical troubleshooting mindset and ability to handle escalations.</li><li>Excellent English communication skills (spoken and written).</li></ul>Preferred (Strong Plus)<ul><li>Experience supporting POS, Backoffice, ERP, inventory, retail, or SaaS systems</li><li>Experience with ticketing tools and support platforms (Zendesk, Freshdesk, Zoho, Jira, etc.)</li><li>Experience supporting international clients, especially USA-based customers</li></ul>How to ApplyApply with your updated CV at Recruiter@cronysoft.com.Job Type: Full-timeWork Location: In person

Technical Support Manager (TSM)

At CronySoft, we pride ourselves on delivering cutting-edge technology solutions and exceptional customer service. We&rsquo;re seeking a skilled Technical Support Engineer to join our dynamic team. This role is perfect for someone who thrives in problem-solving, loves troubleshooting, and is passionate about ensuring smooth system functionality for our clients.Job description <ul><li>Ability to communicate in English (Fluently Is a Must)</li><li>Research and identify solutions to software and hardware issues.</li><li>Diagnose and troubleshoot technical issues, including account setup and network configuration.</li><li>Ask customers targeted questions to quickly understand the root of the problem.</li><li>Track computer system issues through to resolution, within agreed time limits.</li><li>Talk clients through a series of actions, either via phone, email or chat, until they&rsquo;ve solved a technical issue.</li><li>Properly escalate unresolved issues to appropriate internal teams (e.g. software developers).</li><li>Provide prompt and accurate feedback to customers.</li><li>Refer to internal databases or external resources to provide accurate tech solutions.</li><li>Ensure all issues are properly logged.</li><li>Prioritize and manage several open issues at one time.</li><li>Follow up with clients to ensure their IT systems are fully functional after troubleshooting.</li><li>Prepare accurate and timely reports.</li><li>Document technical knowledge in the form of notes and manuals.</li><li>Maintain jovial relationships with clients</li><li>Ability to communicate in English (Fluently Is a Must)</li></ul>Location: Sharah-e-Faisal ( Company profile - https://shorturl.at/eArh6 )Shift Timings: 8:00 PM to 5:00 AM (5 days a week) Job Type: Full-timeWork Location: In person

Technical Support Specialist

Join Cronysoft and explore 2   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

Cronysoft

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Technical Support Manager (TSM)

Technical Support Specialist