System Support Engineer L-1

Contegris Technology Solutions; Lahore; On-site; PKR 558,000 - 893,000; Full time

Benefits offered by this job

Paid Leaves

Medical Reimbursement

Provident Fund

Gym Allowance

Annual Bonus

Annual Salary Increments

Professional Growth & Learning Enviro

Job summary

Contegris Technology Solutions is seeking a proactive System Support Engineer to resolve user-reported issues and maintain high FCR. You will troubleshoot, document incidents in the CRM, and escalate when needed while keeping a positive customer experience.

Key requirements include a BS in CS/IT or current BS student, up to 1 year in a fast-paced call center, basic Linux/Networking knowledge, and CCNA certification. Morning to night shift availability is needed.

Qualifications

• Bachelor’s degree in CS/IT or currently enrolled BS students encouraged.
• Fresh graduate or up to 1 year experience in a fast-paced call center.
• Basic knowledge of Linux, Networking, and Network Security.
• CCNA certification desirable.
• Willing to work morning/afternoon/evening/night shifts.

Responsibilities

• Respond to customer inquiries via phone, email, chat.
• Provide product and service information, resolve complaints empathetically.
• Document interactions accurately in the CRM system.
• Escalate complex issues to the appropriate team and follow up.

Skills

Customer oriented

Excellent communication

Attention to detail

Team player

Problem solving

Pressure handling

Education

BS in CS/IT or enrolled BS student

Tools

CCNA Certification

Job description

Job Description:

About Contegris

Contegris is a leading SaaS company dedicated to delivering Technology Solutions for a Delightful Customer Experience. Since 2012, we've been empowering over 300 enterprise clients across 20+ industries with our smart and scalable solutions. Our product suite includes an Omni-Channel Contact Center Platform (Intellicon), Helpdesk, Sales CRM, Unified Communication, WhatsApp Business API, and AI-powered self-service tools. With innovation at the core, we strive to enhance how businesses connect with their customers.

Job Overview

We are looking for a proactive System Support Engineer to resolve user-reported technical issues and ensure high First Contact Resolution (FCR) rates. The role involves troubleshooting, documenting incidents, escalating alerts when necessary, and maintaining a positive customer experience. Strong communication skills and a customer-centric approach are essential.

Key Responsibilities

Customer Interaction:

• Respond promptly and professionally to customer inquiries received via phone, email, and chat.
• Provide accurate and helpful information about products, services.
• Resolve customer complaints and issues efficiently and empathetically.
• Maintain a positive and customer-centric attitude at all times.

Communication:

• Communicate clearly and effectively, both verbally and in writing.
• Use proper grammar and spelling in all written communications.
• Actively listen to customer concerns and ask clarifying questions.

Technical Skills:

• Proficiently use CRM / HelpDesk to track customer interactions and manage.
• Utilize chat platforms and email systems effectively.

Problem Solving:

• Analyze customer issues and identify root causes.
• Offer appropriate solutions and alternatives to resolve customer problems.
• Escalate complex issues to appropriate team members.
• Follow up with customers to ensure resolution and satisfaction.

Record Keeping:

• Accurately document all customer interactions in the CRM system.
• Maintain detailed records of customer inquiries, complaints, and resolutions.

Requirements:

• Education: Bachelor's degree, preferably BS. Students currently enrolled in a BS (CS / IT) are also encouraged to apply.
• Experience: Fresh or up to 1 year experience in high pace call center (preferable).
• Basic knowledge of Linux, Networking, and Network Security
• Customer Oriented
• Excellent Communication Skills
• Attention to detail
• Ability to handle pressure
• Good Team player
• Strong problem-solving skills
• CCNA Cretification
• Willing to perform duties in morning/afternoon/evening/night shift.

Why Join Us?

• Paid Leaves
• Medical Reimbursement
• Provident Fund
• Gym Allowance
• Annual Bonus
• Annual Salary Increments
• Professional Growth & Learning Environment

Requirements: