Key Responsibilities

  • Manage incoming calls and portal-based support requests.
  • Responding to customer calls and provide frequent updates so customers know their problems are being addressed.
  • Record customer interactions within our support tools.
  • Able to work with customer to identify and describe the particular technical problem.
  • Provide accurate, valid and complete information by asking the right questions and using the right methods/tools. This includes the ability to set up and replicate the technical issue within our software that the customer is experiencing, and to document and describe those steps to the software development teams.
  • Create and maintain documentation of software modules as a part technical documentation for the clients and creation of solution articles for an internal knowledgebase of solutions.
  • Create surveys, walk-throughs & FAQs for the customers via available tools.
  • Identify and assess issues reported by the customer and escalate it to the relevant team to achieve a satisfactory outcome for the customer in timely manner.
  • Build sustainable relationships and trust with the customers through open and interactive communication via feedback calls at the time of closure of request.
  • Follow communication procedures, guidelines and policies

Requirements

  • Must be able to work US hours (6PM to 3 AM Pakistan Time)
  • Excellent written and verbal English skills
  • Proven customer support experience or experience as a client support representative
  • Able to understand customer perspectives and manage customer expectations.
  • Demonstrable experience writing and maintaining documentation as a technical writer or in some other capacity.
  • Experience supporting a software or SaaS (Software-as-a-service) product and/or have an education/background in software or technology.
  • Strong phone contact handling skills and active listening
  • Familiarity with customer support tools.
  • Customer orientation and ability to adapt/respond to different types of personalities
  • Ability to multi-task, prioritize, and manage time effectively

Desired Experiences

  • Experience with Freshdesk support software.
  • Experience with data migration and data import processes and tools.
  • Experience working in the banking industry and/or with risk, compliance or internal audit processes.

Send us your resume at [email protected] mentioning the position in subject line.