L1 Customer Support Engineer - Remote Work

Crossover Market Inc Verified

All Cities , Pakistan

Posted Mar 08, 2019 414 views

PKR. 250,000 - 300,000/Month

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Job Description

L1 Customer Support Engineer ($30K/year) - Remote Work

At Crossover, we are firm believers that customers deserve to be heard, cared for and treated with respect. This is the foundation for delivering world-class service. We are in search of those higher-level agents that possess technical expertise and are masters at delivering exceptional customer service.


Our agents are passionate, smart and understand that world-class service is not just about solving the problem. It’s about the experience. We put our customers first. As a Level 1 Customer Support Engineer, you will be the cornerstone of this philosophy.

This is a remote position, and therefore superb written and verbal communication skills are vital to success. Our agents must be able to communicate effectively and professionally with our customers while utilizing their technical experience and knowledge to resolve issues to reach high-quality service.

On a daily basis you will:

  • Provide a world-class customer experience
  • Be available when customers need you in a 24/7 model
  • Work one-on-one with customers in helping them succeed with their new software product
  • Get in front of problems and proactively help customers resolve potential issues
  • Resolve calls efficiently and effectively
  • Meet productivity and quality goals for all tickets solved
  • Learn multiple products at the same time
  • Learn how to master playbooks and implement best practices
  • Write knowledge base articles to fill knowledge gaps

To excel in this position you will need to:

Have strong English oral and written communication skills

+2 years as a front-line agent supporting software products

Perform at a high level solving at least 15 tickets per day

Know how to write knowledge base articles and step by step guides

Be open to learning multiple products across multiple technologies at the same time

Be well versed in current software support practices and tools including troubleshooting, issue tracking, and ticket management

Have basic to intermediate technical knowledge in the following technologies/languages:

  • SQL Server
  • Oracle DBs
  • Unix/Linux
  • Networking
  • Windows Server administration
  • SharePoint
  • Web Servers

Previous Telco experience is highly desirable



Job Details

Total Positions:
1 Post
Job Shift:
First Shift (Day)
Job Type:
Full Time/Permanent
Job Location:
No Preference
Minimum Education:
Career Level:
Experienced Professional
Minimum Experience:
2 Years
Apply Before:
Apr 08, 2019
Posting Date:
Mar 08, 2019
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Crossover Market Inc

Information Technology · 2001-2500 employees -

Crossover is redefining the way people work. Brick and mortar offices are history. The future of our global workforce will be built from teams collaborating from every corner of the world. We have embarked on an expedition to find and engage with that talent. Crossover has developed a unique meth ...Read More

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