IT Support Level-1
Possibilities, Pakistan

We’re looking for a driven, energetic and detailed-oriented individual to join our Support department as a Level 1 Support Agent. In this position, you will act as the main liaison for our customers, providing direct support and guidance in using Company products.

You will be responsible for processing inbound Support requests via email, ticketing system, chat, and phone for a variety of different customers and their use cases. Support Agents regularly form direct relationships with Company’s customers, and are often on a first-name basis with many users. You are the liaison, and will work directly with Product Management, Account Management, and Engineering to ensure our customers’ success.

Desired Skills:
- Excellent verbal and written communication skills
- Highly professional, and customer success oriented
- Positive attitude, team-oriented, and a self-learner
- Experience with HTML/CSS preferred

KPI’s:
A. SLA compliance level (number of breaches)
B. Issue escalation to Company management level by customer
C. ZenDesk status and contents update satisfaction level
D. Customer satisfaction survey report