Customer Support Officer

This is a purely technical position that requires prior basic experience in call support within an ISP company. Only candidates who meet the above criteria will have their resumes considered for the next stage.

Job Description

• Good skills (technical, logical, issue probing), soft spoken and good talking behavior required,
• Fresh and experienced both candidates can apply who have:
• Sound networking topologies knowledge
• Good knowledge of Router/Switches (layer 1,2,3)
• Fiber Optics Network (PON/AON)
• Network OSI reference model understanding
• Good knowledge of network services WWW, SMTP, POP, SSH etc.
• Sound hands on troubleshooting tools like ping, nslookup, tracroute, mtr, ipconfig etc
• Hands on practice on technical issues probing
• Managing incoming calls or inquiries/prob issue from prospective customers or clients in a timely manner
• Identify customer’s needs/issues, clarify information/provide solution, research every issue and provide solutions and/or alternatives for customer’s satisfaction
• Build sustainable relationships and engage customers by taking the extra mile
• Provides customer additional information or explains services
• Discusses products offered and ensures customer satisfaction
• Tactfully handles confrontational or stressful interactions with the customers
• Capture customer’s information accurately, update account information, complete supporting paperwork and data entry as required
• Record all activities in ERP

Skills Required

• Customer service
• Product knowledge
• Market knowledge
• Troubleshooting tools (ping, nslookup, tracroute, mtr, ipconfig etc.)
• Quality focus
• Probing Issue (OS, Application, Networking, Infra)
• First Call Resolution
• Documentation skills
• Phone skills
• Listening
• Resolving conflict
• Analyzing information
• Multi-tasking
• Soft Spoken
• Logical
• Communication skills both in Urdu & English.
• Determined & Enthusiastic
• Working independently & facing pressure situations

Education, Experience

• Graduate, computer science is an asset
• Very good knowledge of OS (MS Windows, Linux optional), OSI reference model and IP schemes, Router, Switches and networking topoligies
• Good hands-on networking issue probing tools (ping, tracert, mtr, nslookup, ipconfig)
• Good hands-on remote desktop application (remote desktop, Any Desk etc.)
• Familiarity with office software and phone systems a plus
• Previous experience, especially in related industry, preferred
• Fresh can apply as well

We Offer

Excellent career growth opportunity

A safe and friendly environment

Job security

On job training provided

Job Type: Full-time

Pay: From Rs42,000.00 per month

Work Location: In person