Job Position: L1 Support Engineer
Location: DHA Phase 8, Lahore Working Hours: US Time Zone (Rotational on monthly basis)Job Responsibilities:
o Triage incoming email tickets by categorizing the issue type, product, urgency and required customer details.
o Provide prompt and courteous responses to customer inquiries regarding software functionality, troubleshooting, and general information based on support documentation.
o Diagnose and resolve basic software issues and user errors following established procedures.o Escalate complex issues to higher-level support or relevant departments as needed.
o Utilize and maintain up-to-date knowledge of the company's SaaS products and support documentation.o Update and document customer interactions, issues, and resolutions in the support ticketing system.o Provide weekly reporting highlighting outstanding tickets by solution, urgency and type.
o Meet or exceed performance metrics, including response times, resolution times, and customer satisfaction scores.o Participate in regular training and development sessions to enhance support skills and product knowledge.
o Collaborate with team members and other departments to improve support processes and customer experience.o Provide feedback on common issues or trends to help improve the software and support strategies.Qualifications Needed:
o High school diploma or equivalent required; Associate’s degree or higher in a related field preferred.
o Previous experience in customer support or a related role is a plus, especially in a SaaS or tech environment.
o Strong communication skills, both written and verbal.o Basic troubleshooting skills and the ability to learn new software quickly.o Proficiency in using support ticketing systems and CRM tools.o Excellent problem-solving abilities and a customer-focused mindset.
o Patient, empathetic, and able to handle customer inquiries with professionalism.o Ability to work independently and as part of a team in a fast-paced environment.o Strong organizational skills and attention to detail.* The excellent English communication skills are required to communicate with the US team members.
