Customer Support Representative

We are looking for an enthusiastic Customer Support Representative to join our team in PWD, Islamabad. In this role, you will support our primary software products, providing timely and effective assistance to customers to ensure they get the most value from our solutions. This position offers an exciting opportunity to work closely with customers, troubleshoot issues, and contribute to a positive user experience.

Key Responsibilities

Customer Support: Respond to customer inquiries through phone, email, and chat, providing guidance and support on our software products.
Customer Training: Provide basic training and product tutorials to customers to help them fully understand and utilize the software products.
Issue Resolution: Serve as the primary point of contact for diagnosing and resolving customer issues, ensuring efficient, accurate solutions.
Product Knowledge: Develop a deep understanding of our software products to provide reliable, informed assistance and recommendations to customers.
CRM and Documentation: Record and update all customer interactions, inquiries, and resolutions in the CRM system to maintain accurate and comprehensive customer records. Assist in creating and updating knowledge base articles, FAQs, and user manuals to help customers self-serve.
Escalation and Coordination: Identify more complex issues that require specialized assistance and escalate them to appropriate teams, ensuring timely follow-up and customer satisfaction.
Product Testing: Assist in testing new software features and providing feedback from a customer perspective to improve usability.
Feedback and Collaboration: Gather customer feedback to help improve product offerings and communicate key insights to relevant teams for ongoing product enhancement.
Continuous Improvement: Participate in team discussions to share insights and suggest process improvements that enhance the customer experience.
Additional Tasks: Perform other tasks and duties as assigned by the management, based on the evolving needs of the company.

Qualifications & Skills

Education: A high school diploma or equivalent is required; a bachelor’s degree in a related field is a plus.
Experience: Some experience in a customer service or support role, ideally with experience in software or technology support.
Technical Skills: Familiarity with CRM and support platforms and a willingness to learn new tools.
Communication Skills: Excellent written and verbal communication skills, with the ability to simplify technical information for customers.
Problem-Solving: Strong troubleshooting skills, with a proactive approach to identifying and solving issues.
Team-Oriented: Enjoys working in a collaborative environment, sharing insights, and contributing to team goals.

Preferred Skills

Experience with SaaS or software applications is advantageous.
Ability to analyze customer feedback and provide insights for product improvements.
Additional language skills are a plus, especially if relevant to our customer base.

What We Offer

Competitive Compensation: Competitive salary with performance-based bonuses.
Professional Development: Opportunities for training, career growth, and advancement.
Engaging Work Environment: A collaborative, supportive workplace that values innovation, customer success, and team contributions.