Customer Support Representative

Description:

This is a full-time, on-site Customer Support Specialist role based in Lahore. The Customer Support Specialist will respond to customer inquiries via phone, email, and chat, ensuring timely and accurate resolution of issues related to healthcare practice management solutions. The role involves troubleshooting technical problems, guiding users through system features, and escalating complex issues to relevant teams when needed. The specialist will document interactions, track recurring issues, and collaborate with product and technical teams to improve service quality. Day-to-day tasks also include maintaining high levels of customer satisfaction, following defined support procedures, and participating in training to stay current on product updates.

Qualifications

• Strong customer-facing abilities, including Customer Support and a focus on Customer Satisfaction.
• Excellent Interpersonal Skills to communicate clearly, build rapport, and manage challenging conversations professionally.
• Technical Support capabilities to troubleshoot software issues, follow diagnostic steps, and provide practical solutions.
• Analytical Skills to identify patterns, interpret user feedback, and recommend process or product improvements.
• Clear written and spoken communication skills in English; ability to explain technical concepts in simple terms.
• Basic understanding of healthcare or healthcare IT systems is an advantage.
• Experience with ticketing or CRM systems and standard office software (e.g., email, spreadsheets, documentation tools).
• Ability to work on-site in Lahore, manage priorities in a fast-paced environment, and contribute effectively in a team setting.
• Diploma or bachelor’s degree in IT, Business, or a related field, or equivalent practical experience in a support role.