Job Title: Technical Support Agent

Location: Onsight Rawalpindi

Department: Technical Support

Reports To: Technical Support Manager

Job Summary:

As a Technical Support Agent at Global Sky BPO, you will be responsible for providing exceptional technical assistance to our clients and customers. You will troubleshoot and resolve technical issues related to our products and services, ensuring a seamless experience for users. Your expertise and problem-solving skills will play a vital role in maintaining customer satisfaction and loyalty.

Key Responsibilities:

• Respond to incoming technical support inquiries via phone, email, and chat.
• Diagnose and troubleshoot hardware and software issues reported by customers.
• Provide clear and effective guidance to clients to resolve technical problems.
• Document all customer interactions and solutions in our ticketing system for future reference.
• Collaborate with other technical teams to escalate and resolve complex issues.
• Create and maintain user guides, FAQs, and other support documentation.
• Conduct follow-up calls to ensure customer satisfaction and issue resolution.
• Stay updated on product changes and technical developments to provide accurate support.
• Participate in training sessions to enhance technical knowledge and service skills.

Requirements:

• High school diploma or equivalent; a degree in IT, Computer Science, or a related field is preferred.
• Proven experience in technical support or a related field.
• Strong understanding of computer systems, networks, and software applications.
• Excellent troubleshooting skills and attention to detail.
• Strong communication skills, with the ability to explain technical concepts to non-technical users.
• Proficiency in using ticketing systems and remote support tools.
• Ability to work under pressure and manage multiple tasks effectively.
• Availability to work flexible hours, including evenings and weekends if required.

Benefits:

• Competitive salary based on experience and skills.
• Opportunities for professional development and career advancement.
• Positive work environment with a focus on teamwork and collaboration.