Current Job Openings > Technical Support Executive
Posted ago
Technical Support Executive
- Tech Support
- On-site
- Full-time
- Islamabad, Pakistan
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Role Overview
Cielo WiGle Inc. is looking for an experienced Technical Customer Support Executive for its Islamabad office. Come join our award-winning company. You will learn and grow in a fast-paced and challenging environment. We offer an excellent salary package and career growth potential.
About the Role:
As a Technical Customer Support Executive, you will be responsible for:
- Resolving customer complaints via Calls, Emails, Web chat, etc.
- Resolving problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
- Taking ownership of customer issues reported and taking these to resolution
- Researching, diagnosing, troubleshooting, and identifying solutions to resolve customer queries
- Build sustainable relationships of trust with customers through open and interactive communication
- Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
- Provide prompt and accurate feedback to customers
- Ensure proper closure of all issues
- Document knowledge in the form of knowledge base tech notes and articles
- Logging and keeping records of customer queries
- Eastern Time Zone
- Competitive salaries and bonus structure (Performance-Based Bonuses)
Skills Required:
- Proficient in the English Language (both verbal and written)
- Ability to investigate issues to enhance performance
- Understanding of SaaS architecture and common technical issues
- Knowledge of routers, connectivity issues, optimize network performance
- Ability to apply a structured approach to problem solving
- Rudimentary understanding of Mini-splits and HVAC systems
- Must be able to build rapport and empathy with customers
- Work effectively in a team environment.
- Ability to learn new features/updates
- Managing workload while meeting SLAs
- IoT Experience
- A US accent will be preferable
- Excellent communication and decision-making skills
- Excellent client-facing skills
- Strong phone contact handling skills and active listening
- Ability to multitask, prioritize, and manage time effectively
Experience:
- 2-3 years of experience in a client-facing software support role (preferably SaaS) with an understanding of customer service, inbound calls/chats, and technical issue resolution
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