Customer Support Agent Level1

Hyderabad - Pakistan

Monthly Salary: Not Disclosed

Experience Required: 2-5years

Posted on: 4 days ago

Vacancies: 1 Vacancy

Job Summary

Diversity and Equal Opportunity

Oxiliry is committed to diversity and equal opportunity in the workplace. As part of this commitment we invite applicants to self-identify if they have a disability. Providing this information is voluntary and will not affect your application for employment opportunities.

About the Group:

Oxiliry is a trusted business process outsourcing partner providing quality resources and delivering scalable efficient and innovative solutions to empower businesses globally. Committed to excellence we streamline operations to drive profitability foster sustainable growth and build lasting partnerships for success.

About the Business Unit:

Triage: The Customer Support (Triage) Team acts as the bridge between clients and internal departments ensuring that all inquiries and issues are properly validated prioritized and routed for resolution. The team focuses on delivering timely accurate and empathetic support while driving process improvements and enhancing overall customer satisfaction.

Key Responsibilities:

Respond to customer inquiries via ticketing systems email or chat promptly and professionally.

Troubleshoot and resolve issues independently; escalate complex cases as needed.

Maintain and update internal documents reports workflows and knowledge base content.

Follow communication templates(Macros) processes and quality standards.

Achieve individual performance targets including response time resolution rate and customer satisfaction scores.

Identify recurring issues gather customer feedback and provide insights to improve products and services.

Ensure professionalism empathy and a positive customer experience in every interaction.

Collaborate with other teams to ensure timely resolution of customer requests.

Any tasks assigned from the Supervisor/Manager.

Skills:

Strong verbal and written communication skills with active listening and presentation abilities.

Analytical thinking and problem-solving skills with attention to detail.

Proficiency in CRM/ticketing tools AI tools MS Excel Google Sheets and basic SQL.

Ability to work under pressure manage multiple tasks and meet deadlines.

Proactive reliable and self-motivated with a positive attitude and team-oriented mindset.

Strong organizational multitasking and time-management skills.

1 year of experience in customer support call center or client-facing roles.

Bachelors degree in Business Administration IT or related field.

Required Skills:

Requirements: 1. Education and Experience: Bachelors degree in Computer Science Engineering or a related field. 3 - 5 years of professional experience in full-stack development. 2. Technical Skills: Proficiency Core is essential. Strong experience with front-end technologies such as JavaScript HTML CSS and front-end frameworks (React Angular or ). Solid understanding of database design and implementation including experience with SQL and ORM frameworks. 3. Communication and Teamwork: Excellent communication and collaboration skills. Proven ability to work effectively in a team environment and provide technical leadership. 4. Problem-Solving: Strong analytical and problem-solving skills. Ability to troubleshoot and debug complex issues efficiently. 5. Adaptability: Demonstrated ability to adapt to new technologies and frameworks quickly. Stay updated with industry trends and best practices.

Required Education:

Bachelors in Software Engineering

Diversity and Equal OpportunityOxiliry is committed to diversity and equal opportunity in the workplace. As part of this commitment we invite applicants to self-identify if they have a disability. Providing this information is voluntary and will not affect your application for employment opportuniti...