Customer Support Executive
On-site · Lahore, Punjab, Pakistan
Job Summary
Customer Support Executive (T1 Technician) serves as the first point of contact for customers, diagnosing and resolving basic technical issues, escalating complex problems, and maintaining prompt, effective communication via chat, calls, and emails. Uses JIRA and ZOHO for ticket tracking, provides remote software training, follows up to ensure customers are effectively using RepairDesk, addresses complaints with a patient, customer-first approach, researches issues and reports requests to the development team, and maintains strong knowledge of the company’s products and their functions. Works onsite in Lahore, with shift from 7 pm to 4 am Pakistan Time, and adheres to company procedures and guidelines. Key skills include multi-channel communication, problem-solving, ability to manage multiple conversations, and familiarity with IT/software concepts (ERP/SaaS exposure) and related tools.
Required Qualifications
- 2-3 years of experience related to client communication
- Outstanding written and verbal English communication skills
- Proven experience of customer interaction via Live Chat, Email & Call
- Experience with standard office software (MS Office, TeamViewer, RingCentral or similar call-center solutions)
- Web-based technologies (Dropbox, Google Drive, etc)
- Preference for experience in high-volume call center environments
- Preference for IT/technical background or experience with ERP or SaaS-based software
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