Customer Support L1

We are seeking a motivated Customer Support Representative (Level 1) to join our team based in Gulberg (Hali Road), Lahore. This role involves providing first-line support for customers in a dynamic environment operating 24/7 with flexible shift timings. The ideal candidate will have 1 to 3 years of experience in technical or customer support within industries such as Telematics, IoT, SaaS, or Fleet Management. This position offers an opportunity to work closely with cutting-edge technology in fleet operations and contribute to delivering exceptional customer service.

Key Responsibilities:
- Serve as the initial point of contact for customer inquiries and technical support requests.
- Respond promptly and resolve customer issues within established Service Level Agreements (SLAs).
- Troubleshoot basic hardware, firmware, and software problems related to telematics and IoT devices.
- Proactively monitor fleet operations to detect and address potential issues before they escalate.
- Classify, prioritize, and manage support tickets efficiently using the designated ticketing system.
- Escalate complex or unresolved issues to Engineering and Level 2 Support teams, ensuring timely follow-up.
- Maintain accurate and up-to-date documentation within CRM and ticketing platforms.
- Contribute to the company’s knowledge base by documenting solutions and improving customer self-service resources.

Required Qualifications:
- 1 to 3 years of experience in Technical Support, IT Support, SaaS, IoT, Telematics, or Fleet Management environments.
- Strong analytical, troubleshooting, and problem-solving skills to handle technical queries effectively.
- Excellent verbal and written communication skills to interact clearly with customers and internal teams.
- Experience working with CRM and ticketing systems to track and manage customer interactions.
- Ability to perform well in a fast-paced, customer-focused, 24/7 operational setting.
- Familiarity with AI-powered support tools is advantageous for enhancing service delivery.

Preferred Qualifications and Benefits:
- Basic understanding of GPS tracking systems, telematics devices, wireless communication, and networking concepts is preferred.
- Competitive monthly salary ranging from Rs100,000 to Rs120,000.
- Opportunity to work on-site in a collaborative office environment.
- Exposure to innovative technologies in telematics and fleet management sectors.

This role is ideal for candidates looking to grow their career in customer and technical support within a technology-driven company. The position requires dedication to quality service and the ability to adapt to a flexible shift schedule. If you meet the above criteria and are eager to contribute to a forward-thinking team, we encourage you to apply.