Customer Support Associate

The Customer Support Associate role involves providing first-level assistance to system users by addressing daily queries and issues to ensure smooth and efficient operation. The position requires delivering support in accordance with the contractual obligations and service level agreements of the project. This role plays a critical part in maintaining user satisfaction by coordinating timely resolutions and facilitating communication between users and technical teams.

Key Responsibilities
- Respond promptly to user queries received via calls, email, and support channels on a daily basis.
- Log, categorize, and track reported issues through to their resolution.
- Provide first-level troubleshooting and guidance on system usage to users.
- Escalate unresolved or complex technical issues to the development and QA teams, including detailed findings.
- Follow up on open issues and keep users informed about their status and progress.
- Maintain accurate records of queries, issues, and resolutions to support reporting requirements.
- Ensure support delivery aligns with the contractual requirements and service levels of the project.
- Develop and maintain solution articles and a knowledge base to address common queries and issues efficiently.
- Assist with user onboarding and provide basic training as needed.
- Provide on-site support at TMC offices when required.

Required Qualifications
- Minimum of 1 to 2 years of experience in customer support roles.
- Strong skills in application and software troubleshooting.
- Graduation degree, preferably in Information Technology or a related field.
- Basic understanding of customer service principles and effective communication skills.

Preferred Qualifications and Additional Skills
- Experience of 3 years or more in customer support is preferred.
- Knowledge of land and urban property laws is considered an advantage but not mandatory.
- Ability to work onsite in Karachi and provide hands-on support as needed.

This role offers the opportunity to work closely with both users and technical teams, contributing to the overall success of the project by ensuring a positive support experience. Candidates who are proactive, detail-oriented, and customer-focused will thrive in this position.