Call Center Representative (English Communication + Desktop Support)

Job Summary:

We are seeking a Call Center Representative with excellent English communication skills (speaking, listening, and writing) and a strong foundation in Windows desktop support. The ideal candidate will handle customer calls, emails, and chat support with professionalism while also providing first-level technical support for Windows desktop-related issues.

Key Responsibilities:

• Handle inbound and outbound calls with clarity, confidence, and professionalism.
• Respond to customer inquiries via phone, email, and chat in fluent English.
• Listen actively to customer concerns, provide accurate information, and resolve issues effectively.
• Document all customer interactions in the CRM/ticketing system with proper grammar and clarity.
• Provide first-level troubleshooting for Windows desktop issues, including:
• User login problems
• Software/application errors
• Printer and peripheral setup
• Network connectivity issues (basic troubleshooting)
• Email and MS Office-related support
• Escalate complex technical issues to higher-level support teams as needed.
• Follow company communication protocols and maintain a high standard of customer service.
• Meet performance metrics including response time, resolution time, and customer satisfaction scores.

Required Skills & Qualifications:

• Excellent English communication skills (speaking, listening, and writing).
• Strong ability to comprehend and respond in neutral/accent-free English.
• Good knowledge of Windows desktop support including installation, troubleshooting, and user support.
• Familiarity with common tools such as MS Office, Outlook, and basic networking.
• Ability to type and document customer issues accurately in English.
• Strong problem-solving, multitasking, and time management skills.
• Ability to remain calm and professional under pressure.
• Minimum Education: Bachelor’s degree or Diploma in IT/Computer Science (preferred).
• Experience:
• Minimum 1–2 years in a customer service/call center environment.
• Experience in IT helpdesk or Windows desktop support is a strong plus.

Preferred Skills:

• Knowledge of remote desktop support tools (e.g., TeamViewer, AnyDesk, RDP).
• Experience with ticketing systems (e.g., Zendesk, Freshdesk, ServiceNow).
• Basic understanding of Active Directory, user account management, and ITIL processes.

Work Conditions:

• Location: Rawalpindi, Khanna Pul
• Shifts: Night shift (according to USA time)
• Employment Type: Full-time

Job Type: Full-time

Pay: Rs100,000.00 per month

Work Location: In person