Customer Support Executive (T1 Technician)

RepairDesk is a modern repair shop management software with 40+ powerful integrations and modules. The software is customisable to meet the workflows of single-store, multi-store, and franchise repair businesses in various industry verticals. Available in 30+ languages, RepairDesk is trusted by over 3,000 businesses globally, helping them save time, manage inventory, and run profitable repair stores.

Tasks

As a Customer Support Executive (T1 Technician), you will serve as the first point of contact for customers, providing exceptional support via chat, calls, and emails. Your primary responsibilities include diagnosing and resolving basic technical issues, escalating complex problems to higher support levels, and ensuring prompt and effective communication with customers to maintain satisfaction.

You will utilize tools like JIRA and ZOHO platform for tracking tickets and issue management, ensuring all customer concerns are documented and addressed efficiently.

• Provide remote software training to customers and follow up customers to make sure they’re using the software.
• Address customer complaints in a compassionate and patient manner via live chat and telephone.
• Research and follow-up with customer issues and report customer requests to the development team.
• Maintain a competent understanding of the company’s products and their functions.
• Follow company communication procedures, policies, and guidelines at all times.
• Strong problem-solving skills, a customer-first attitude, and the ability to manage multiple communication channels are critical for success in this role.

Requirements

• 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.
• Demonstrated experience using standard office software (such as MS Office, TeamViewer, Ring Central or similar call-center solutions) & web based technologies (such as dropbox and google drive etc).
• Preference will give to those who has working experience in a high-volume call center environment.
• Preference will be given to those who has IT/technical background or experience, knowledge about ERP or worked in a SaaS based software company.

Shift Time: 7 pm to 4 am (Pakistan Time)

Onsite (Monday to Friday)

Location: Jeff Heights, Gulberg III (Lahore)

Benefits

• Health Insurance (IPD)- Self, Spouse & Children
• Maternity & Paternity Benefits
• Provident Fund
• Paid Leaves (Casual, Medical & Annual)
• Profit/Stocks Sharing Plan (Tenured Employees)