Mid-level Technical Support Specialist
Coding Key
- Islamabad
- Permanent
- Full-time
Second Supervisor (If any) DirectorScope of DutiesProviding 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 * Provide support for the Call Center Studio application.
- Handle network and SIP-related requests and resolve them with relevant teams.
- Assist customers seeking information about the product.
- Handle integration-related requests and coordinate resolution with related teams.
- Monitor business processes conducted with partners.
- Track and resolve customer-raised issues.
- Forward bugs and development requests to internal teams; follow up and report to the client.
- Prepare periodic reports.
- Participate as a trainer in internal and external trainings.
- Manage processes of key clients (e.g. service and branch phone setups, announcements, reporting).
- Coordinate custom reporting requests with Business Intelligence team.
- Visit customer locations when necessary to provide support.
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 ✔