Call Center Technical Support

Hikvision Pakistan; Karachi Division; On-site; PKR 446,000 - 781,000; Full time

Job summary

Hikvision Pakistan is seeking a capable technical support specialist to deliver service to end-users via phone, email, or remote connections. You will diagnose CCTV/IT issues, provide informed solutions, and maintain clear communication with customers in English.

The role requires handling high-pressure situations within a 7x24 shift environment and leveraging remote diagnostic tools. The ideal candidate has IT/CCTV experience, strong English skills, and the ability to work in a fast-paced,

Qualifications

• Technical call center background in IT or CCTV (or ELV).
• Good communication skills and ability to speak in the local language.
• Must be good in spoken and written English.
• Knowledge of French is an advantage but not mandatory.
• Should be able to handle pressure and maintain calm nature with the aim to resolve key issue.
• Previous Technical Call Center Experience is preferred.

Responsibilities

• Deliver technical service and support to end-users via phone, email, remote connection or Internet.
• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
• Diagnose and resolve technical hardware and software issues involving internet connectivity, CCTV, VOIP and more.
• Research required information using available resources.
• Follow standard processes and procedures.
• Identify and escalate priority issues per Client specifications.
• Redirect problems to appropriate resource.
• Accurately process and record call transactions using a computer and designated tracking software.
• Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business.
• Organize ideas and communicate verbal messages appropriate to listeners and situations.
• Follow up and make scheduled call backs to customers where necessary.
• Stay current with system information, changes and updates.
• Adapt to 7*24 shift.

Skills

Technical call center

Customer communication

English fluency

French knowledge

Work under pressure

IT/CCTV/ELV experience

Job description

• Deliver technical service and support to end-users. This would be done using and operating automated call distribution phone software, via remote connection or over the Internet
• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services. This would be done using phone, email or remote diagnostic tools
• Diagnose and resolve technical hardware and software issues involving internet connectivity, CCTV,
• VOIP and more. This would be done using phone, email or remote diagnostic tools
• Research required information using available resources
• Follow standard processes and procedures
• Identify and escal priority issues per Client specifications
• Redirect problems to appropriate resource
• Accurately process and record call transactions using a computer and designated tracking software
• Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business
• Organize ideas and communicate verbal messages appropriate to listeners and situations
• Follow up and make scheduled call backs to customers where necessary
• Stay current with system information, changes and updates
• Adapt to 7*24 shift

Requirements

• Should have Technical Call Center background in IT OR CCTV (or ELV)
• Good communication skills and ability to speak in the local language
• MUST BE Good in Spoken and Written English
• Knowledge of French is an advantage but not mandatory
• Should be able to handle pressure and maintain calm nature with the aim to resolve key issue
• Previous Technical Call Center Experience is preferred