Job details

Department Customer Success / Technical Support Unit

Direct Supervisor Manager
Second Supervisor (If any) Director

Scope of Duties

Providing technical support to our clients in Pakistan through the Call Center Studio platform; diagnosing and solving issues related to VoIP, SIP trunk, SBC, and network integration processes; logging, prioritizing, and following up support requests through a ticketing system; coordinating with local and global engineering teams in critical or escalated cases; preparing periodic reports.

Duties and Responsibilities

1. Provide support for the Call Center Studio application.
2. Handle network and SIP-related requests and resolve them with relevant teams.
3. Assist customers seeking information about the product.
4. Handle integration-related requests and coordinate resolution with related teams.
5. Monitor business processes conducted with partners.
6. Track and resolve customer-raised issues.
7. Forward bugs and development requests to internal teams; follow up and report to the client.
8. Prepare periodic reports.
9. Participate as a trainer in internal and external trainings.
10.  Manage processes of key clients (e.g. service and branch phone setups, announcements, reporting).
11. Coordinate custom reporting requests with Business Intelligence team.
12.  Visit customer locations when necessary to provide support.
    
     

Skills and Competencies

Skill                                                        Required       Preferred
Bachelor's Degree                                                            ✔
English                                                       ✔    

Customer Communication                         ✔    
Call Center Experience                                                     ✔
Learning Agility                                           ✔    
Time Management                                      ✔    
Follow-Up                                                    ✔    
Documentation                                             ✔    
Reporting                                                      ✔    
MS Office / Google Sheets                                                 ✔
Upselling & Contract Processes                   ✔    
Analytical Thinking / Problem Solving           ✔    
Open to Development                                   ✔    
Portfolio Management                                   ✔    
Urdu                                                                                      ✔