Pakistan Job Openings
Tossdown Technologies Pvt Ltd
Customer Support - Saas Platform
Lahore
FULL TIME
August 28, 2024
At tossdown, we deliver cutting-edge SAAS e-commerce solutions for the food industry in Pakistan and Canada. We specialize in developing customized e-commerce websites, mobile apps, and digital marketing strategies to help restaurants, bakeries, and food-related businesses excel in a competitive market.
Role Description:
We're seeking a dedicated Customer Support Specialist with experience in software or technical support, particularly within a SAAS environment, to join our team! This is a full-time on-site role at ORDRZ, a subsidiary of tossdown, located in Lahore. The specialist will serve as the first point of contact for client inquiries, manage support tickets, and provide personalized assistance to ensure client satisfaction and retention.
Experience:
- 2+ years in customer support, preferably in the software, technology, or e-commerce industry.
- Serve as the first point of contact for client inquiries, issues, and technical concerns, particularly related to our SAAS e-commerce solutions.
- Create and manage support tickets using project management tools to track and prioritize client issues, ensuring timely and effective resolutions.
- Proactively engage with current clients through personalized communication, providing ongoing support and offering value-added services that enhance their experience with our software products.
- Serve as a trusted advisor to clients, understanding their evolving needs and challenges, and providing tailored solutions to drive satisfaction and loyalty within a technical context.
- Implement feedback mechanisms to gather client insights and identify areas for improvement in our services and offerings, particularly from a technical perspective.
- Stay updated with industry trends, best practices, and emerging technologies to continually enhance the customer experience and drive long-term success in a SAAS environment.
- Maintain accurate records of interactions and resolutions, ensuring seamless communication and continuity of service.
- Gather client feedback to identify improvement areas and relay insights to relevant departments, particularly focusing on technical enhancements.
- Assist clients through various channels, including email, phone calls, Whats App, etc., ensuring a seamless and personalized experience tailored to their technical needs.
- A bachelor's degree (minimum) in a related field.
- Proven track record in customer support roles, preferably within the software, technology, or e-commerce industry.
- Excellent communication skills for engaging with clients and providing timely responses to inquiries and issues, particularly those of a technical nature.
- Proficiency in project management tools for managing client interactions, support tickets, and feedback.
- An empathetic approach to understanding and addressing client needs and concerns, especially in a technical context.
- Experience in providing support through various channels such as email, phone calls, and messaging platforms, with a focus on software or technical products.
- Adaptability to learn new technologies and features related to the company's SAAS platform.
Pay: Rs85,000.00 - Rs100,000.00 per month
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