Back Support Agent (On‑Site, English Speaking)

About the role

The Back Support Agent will work full‑time on‑site in Lahore, providing support to English‑speaking customers via phone, email or chat. The role focuses on handling back‑end inquiries, troubleshooting basic technical or account issues, and ensuring high customer satisfaction.

Key responsibilities

• Respond to customer inquiries through phone, email, and chat, providing accurate information.
• Troubleshoot basic technical and account‑related problems using step‑by‑step guides.
• Document interactions and follow established procedures for efficient resolution.
• Escalate complex cases to senior team members and monitor ongoing tickets.
• Adhere to performance metrics and participate in training sessions.

Required profile

• Strong customer support and satisfaction skills with a professional, empathetic approach.
• Basic technical support capability and ability to follow resolution guides.
• Solid analytical ability to interpret concerns and suggest solutions.
• Excellent written and verbal English communication.
• Prior experience in a contact centre, help desk or customer service environment is preferred.
• Ability to work on‑site in Lahore and manage shifting priorities.

Required skills

• Experience with CRM systems.
• Proficiency with standard office software and computer operations.