Technical Support Level 1

• Provide timely and professional responses to customer inquiries via email, chat, and phone.
• Troubleshoot and resolve technical issues with the SaaS platform while following standard operating procedures.
• Document customer interactions, technical issues, and resolutions accurately in the CRM system.
• Escalate complex issues to onshore support teams or technical specialists when necessary.
• Assist customers with account setup, onboarding, and usage best practices.
• Maintain a deep understanding of the SaaS platform's features and updates to offer accurate information.
• Follow performance metrics such as response time, resolution rate, and customer satisfaction scores.
• Contribute to the creation and improvement of support documentation, FAQs, and knowledge base articles.
• Participate in ongoing training to stay current with product changes and customer support best practices.
• Work timing 6:00 pm - 3:00 am Pakistan time (Night Shift)

Job Type: Full-time

Pay: Rs90,000.00 - Rs120,000.00 per month

Ability to commute/relocate:

• Islamabad: Reliably commute or planning to relocate before starting work (Required)

Education:

• Bachelor's (Required)

Experience:

• Customer Service: 3 years (Required)

Language:

• Fluent English (Required)

Work Location: In person