Customer Support Associate

Job description

Note: This is a one-year contractual position. Job Summary: The role provides first level support to system users, handling daily queries and issues and coordinating their resolution to ensure smooth operation. Support is delivered in line with the contractual requirements and service levels of the project. Job Responsibilities: The Customer Support Associate will be responsible for responding to user queries, logging and tracking issues, providing first level troubleshooting, and escalating unresolved or technical matters to the development and QA teams with findings. The role also involves following up on open issues, maintaining records for reporting, developing and maintaining solution articles and a knowledge base, and supporting user onboarding and basic training. The role ensures timely response and a positive support experience for system users. Key Responsibilities: Respond to user queries received through calls, email, and the support channel on a daily basis. Log, categorize, and track issues through to resolution. Provide first level troubleshooting and guidance on system usage. Escalate unresolved or technical issues to the development and QA teams with findings. Follow up on open issues and keep users updated on their status. Maintain records of queries, issues, and resolutions for reporting. Provide support in line with the contractual requirements and service levels of the project. Develop and maintain solution articles and a knowledge base for common queries and issues. Support user onboarding and basic training as required. Provide on-site support at TMC offices as and when required. Required Skills: Customer Support Application and software troubleshooting Knowledge of land and urban property laws (Optional) Experience: Minimum: 1 to 2 years of experience in Customer Support Preferred: 3 years Education/Qualification: Minimum: Graduation/ Preferably in IT Location: Karachi(Onsite)