Technical Customer Experience Executive

Position: Technical Customer Experience Executive
Experience: Fresh graduates or candidates with up to one (1) year of relevant technical support or coordination experience.
Education: Bachelor’s Degree
Location: Onsite, Karachi

Job Description:

• Customer Liaison: Act as the primary point of contact between customers and internal teams (Technical Operations, Projects, and Development) to ensure seamless coordination and issue resolution.
• L1 Support: Provide first-level technical support to customers through email, phone, and ticketing systems, ensuring timely responses and regular status updates.
• Project Coordination: Coordinate with cross-functional teams to manage and track project-related deliverables, ensuring tasks are documented, monitored, and completed within defined timelines.
• Documentation & Reporting: Maintain and update customer records, project documentation, reports, and dashboards to support performance tracking and progress evaluation.
• Process Improvement: Assist in identifying opportunities for process improvement and automation to enhance operational efficiency and customer experience.
• Stakeholder Alignment: Prepare meeting minutes, action items, and follow-up documentation to ensure alignment among stakeholders.
• Cross-Functional Collaboration: Collaborate closely with Technical, Operations, and Product teams to support the successful execution of customer requests and internal initiatives.
• KPI Management: Contribute toward achieving departmental KPIs while maintaining defined service quality and compliance standards.
• Shift Flexibility: Available to work in rotational shifts.

Job Type: Full-time

Work Location: In person