Call Center Representative - Technical Support - TJ / 1910311

Our client, Computer Vision (Quickfuel), is seeking a skilled Call Center Representative - Technical Support based in Lahore. This role involves providing exceptional customer service and technical assistance primarily to customers in Australia. The ideal candidate will have strong verbal communication skills, experience in call handling, and a solid understanding of computer networks and troubleshooting. The position requires the ability to resolve technical issues efficiently while maintaining a professional and empathetic approach to customer interactions.

Key Responsibilities

Provide timely and professional IT support to customers through multiple communication channels, including phone calls, emails, and chat. Diagnose, troubleshoot, and resolve technical problems related to internet connectivity, Windows operating systems, software applications, and basic networking issues. Accurately log all customer interactions and technical issues in the ticketing system to ensure proper tracking of service progress and resolutions. Follow established standard operating procedures (SOPs) and service level agreements (SLAs) to maintain consistent, high-quality service delivery. Escalate complex or unresolved issues promptly to the appropriate technical teams for swift resolution. Maintain a high level of customer satisfaction by delivering clear, step-by-step guidance in a polite and professional manner. Collaborate effectively with the Australian team and other departments to ensure a seamless customer experience. Adapt to a 24/7 operational environment, including working night shifts as required. Stay updated with company tools and technologies such as call center software and remote access utilities to enhance support capabilities. Manage multiple customer queries efficiently while maintaining accuracy and attention to detail under pressure.

Required Qualifications

A Bachelor’s degree in Computer Sciences or a related field is essential. Candidates must have a minimum of two years of relevant experience in technical support or a similar call center role. Strong verbal communication and interpersonal skills are critical for effective customer interaction. A solid understanding of computer networks, Windows operating systems, and troubleshooting techniques is required. Experience with ticketing systems and adherence to SOPs and SLAs is necessary. Ability to work flexible hours, including night shifts, to support a 24/7 operational environment.

Preferred Qualifications and Benefits

While not explicitly stated, candidates with prior experience supporting international customers, particularly in Australia, will be at an advantage. Familiarity with call center software and remote access tools is highly beneficial. The role offers the opportunity to work in a dynamic environment with a focus on professional growth and skill development in technical support and customer service.

This position is ideal for individuals who are patient, detail-oriented, and able to manage multiple tasks efficiently while maintaining a calm and friendly demeanor. If you are committed to delivering excellent technical support and customer service, this role offers a rewarding career path within a reputable organization.