Customer Support Representative

COMSATS Internet Services (CIS), Pakistan’s pioneer ISP, invites applications from qualified and experienced candidates, for appointment on contract basis, against the post of Customer Support Representative (CSR) for Islamabad Office.

A suitable candidate should be able to perform the tasks related to:  

• Attract potential customers by answering product and service questions; suggesting information about other products and services.
• Resolve product or service problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Monitoring all computer systems and active networks. Informing relevant authority in case any network is down.
• Maintaining records of ticketing and call reports on daily basis.
• Dealing with walk in customers and receiving payments from the customer against services being provided to them.
• Troubleshooting System related queries.
• Troubleshooting Webhosting queries.
• Troubleshooting Billing and network related problems.
• Diagnosing and solving both hardware and software related issues.
• Providing support to clients through remote access using software like Team Viewer, Ammyy, Anydesk.
• Configuration of router if required at customer end.
• Configuration of all major third party software like Outlook, live mail, Thunderbird.
• Creating and managing of all procedural documentation along with other relevant reports.
• Responding to call-outs within agreed time limit.
• Rapidly establishing a good working relationship with customers and other professionals, such as Technical engineer.
• Outlook Configuration.
• Mobile Email Configuration.
• Troubleshooting & Communication.
• Customer Handling.

Required Skills:

• Knowledge of basic Networking (LAN, WAN, Wireless, Router, Switch).
• Knowledge of DNS, SMTP, POP3, IMAP, FTP, HTTP, HTTPS, SSL
• Knowledge of Microsoft Office.
• Outlook Configuration.
• Mobile Email Configuration.
• Troubleshooting Skills.
• Customer Handling.
• Communication Skills.
• Can Work on Rotating Shifts