Customer Services Specialist

ibex. Pakistan; United States; Remote; USD 42,000 - 58,000; Full time

Job summary

ibex. Pakistan is seeking a Product Support Technician to resolve basic IT problems, support network, systems and software issues, and ensure a solid customer experience aligned with organizational goals.

The role requires a Bachelor’s in IT/CS, strong communication skills, and the ability to work under pressure with flexible shifts. Prior ServiceDesk/ITSM exposure and technical writing ability are valued assets.

Qualifications

• Bachelor’s or above in IT, CS or related field.
• Experience in ServiceDesk, Incident, Change, IT Infrastructure preferred.
• Excellent verbal and written communication skills; technical writing ability.

Responsibilities

• Tackle issues and service requests reported via calls.
• Diagnose and resolve issues reported through emails.
• Maintain log of reported issues and track via tickets.
• Provide proficient technical writing in responses.
• Troubleshoot Windows/Linux/Mac OS basics and VPN services.
• Assist with onsite and remote support using remote tools.

Skills

Communication skills

Problem solving

Multi-tasking

Self-motivation

Organizational skills

Customer service mindset

Attention to detail

Proactive process improvement

Education

Bachelor's degree in Information Technology

Related field advised

Tools

Outlook

VPN

VNC/TeamViewer

ITSM/ServiceDesk tools

CRM systems

Job description

Product Support Technicians are information technology (IT) professionals who provide technical support to internal/external users and clients as required. The Product Support Technician will be required to solve basic technical problems and provide support to resolve network, systems and software relating issues/requests. The goal is to make sure that customer experience value is maintained to meet the organizational goals.

Qualifications

• Bachelor’s or above Degree in Information Technology, Computer Science or related field
• Experience in ServiceDesk, Access, Incident, Change, Problem Management and IT Infrastructure will be preferred
• Excellent verbal and written communication skills
• Technical writing skills
• Problem-solving maven adept at quickly dissecting an issue into its component parts and identifying the root cause or opportunity
• Excellent prioritization skills - ability to multi-task and work well under pressure and adjust work accordingly, often against tight deadlines and without continued direct supervision
• ServiceDesk/CRM/ITSM tools experience preferred
• Ability to comprehend Native North American, British or Neutral Language Accents
• High energy, self-starter with bias for action and sense of urgency to deliver results
• Basic knowledge of ITIL Framework
• Knowledge of fundamental operations of relevant software, hardware and other equipment
• Attentive to customer concerns and render services with positive attitude
• Proactively identifying process improvement opportunities and ability to communicate to the management with evidence and data
• Available to work in Flexible shift timings

Responsibilities

• Tackle issues and service requests reported via calls
• Diagnose and resolve issues and requests, reported through emails
• Carefully follow through the email threads and manage them in Outlook shared mailbox
• Respond with proficient technical writing skills
• Accurately maintaining the log and track of reported issues and requests via unique tickets
• Assignment of tickets to correct teams
• Ensure completing the cycle of tickets (open to end)
• Managing/troubleshooting user accounts, user-permissions, ceasing user accounts and rights on corporate resources by applying group policies
• Troubleshooting Level-1 (preliminary diagnosis) of issues on Windows and Mac OS
• Dealing with minor Microsoft Outlook issues and providing support to users with email configuration settings on the exchange
• Providing/troubleshooting VPN services for remote users
• Providing onsite and remote help using VNC/Team Viewer utility
• Dealing with desktop support issues i.e. Application issues (Microsoft Office applications, client provided applications, in-house developed applications), ensuring and applying essential updates & fixes
• Basic knowledge of Networks (IP related issues, router/hub/switch related issues, using network commands to troubleshoot, ping, nslookup, ipconfig, tracert, circuits, topologies, routing protocols)
• Windows/Linux/Mac OS multiple flavors basic knowledge (Windows Server edition/Win 10/Ubuntu/Monterey etc.)