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Job Description

Soloinsight Pvt. Ltd. (a subsidiary of Soloinsight Inc.) is looking for energetic, self-motivated and problem-solver individual, who must be a strong team player with the ability to manage multiple critical issues concurrently, while remaining focused on the business impact and production support. This is a fast-paced environment, and the individual must possess a willingness to adapt, overcome, and succeed in a constantly changing business and technical requirement. 

Responsibilities include:

  • Prioritize incidents and complaints to ensure all SLAs are met
  • Follow-up on open cases, big tickets, and record all call completion information received from the Customer Success Team Lead or Technical Support Specialist Level II
  • Research and identify solutions for software and hardware related issues
  • Diagnose and trouble shoot technical issues
  • Ask customer targeted questions to quickly understand the root cause of the problem
  • Communicate with clients through phone, email or chat, until the issue is resolved
  • Properly escalate unresolved issues to relevant departments
  • Provide prompt and accurate feedback to customers
  • Refer to knowledge base or external resources to provide accurate tech solutions
  • Ensure all issues are properly logged
  • Prioritize and manage several open issues at one time
  • Follow-up with clients to ensure their systems are fully functional after troubleshooting
  • Prepare accurate and timely reports
  • Document technical knowledge in the form of notes and manuals
  • Prepare and manage the schedule for all planned maintenance/updates for the clients
  • Share daily performance report with the team lead

Required Skills:

  • A candidate must have Technical Aptitude
  • Ability to communicate technical concepts to non-technical users
  • Ability to organize and prioritize work in a dynamic and complex environment to meet deadlines and daily requirements
  • An individual having the ability to read, write, and speak English fluency with good American or Neutral accent ONLY
  • Exceptional engagement and communication skill
  • Attention to detail and ability to participate in overall customer relationship management activities
  • Process driven, analytical thinker and possess a high degree of initiative and ownership

Specific Task:

  • Customer Support

Job Details

Total Positions:
1 Post
Job Shift:
First Shift (Day)
Job Type:
Full Time/Permanent
Department:
Customer Support
Job Location:
New Garden Town, Lahore, Pakistan
Gender:
No Preference
Minimum Education:
Bachelors
Career Level:
Experienced Professional
Minimum Experience:
2 Years
Apply Before:
Aug 30, 2019
Posting Date:
Jul 30, 2019
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Soloinsight Pvt. Ltd.

Information Technology · 51-100 employees - Lahore

pSoloinsight Pvt Ltd is a subsidiary of SoloInsight Inc, USA, provides technology solutions using an identification platform of integrated software and sensors to help customers manage critical resources – security, personnel, assets, and visitors – while maintaining compliance. Through 10 years ...Read More

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