Customer Support Executive (Tier 1)

About the role

The Customer Support Executive (Tier 1) provides first‑line assistance to Algo’s customers, handling data, application and technical issues across the company’s SaaS platforms. The role requires basic knowledge of databases and cloud services, strong English communication, and the ability to work under pressure when critical incidents arise.

Key responsibilities

• Triage incoming emails and support tickets, categorising issue type, product, urgency and required customer details.
• Diagnose and resolve basic software, data and user errors following established procedures.
• Escalate complex, critical or unresolved cases to higher‑level support teams or internal departments.
• Respond promptly and professionally to customer inquiries about functionality, troubleshooting and general information.
• Document interactions, investigation notes, actions taken and resolutions in the ticketing system.
• Prepare weekly reports highlighting outstanding tickets by solution, urgency and issue type.
• Meet or exceed performance metrics such as response time, resolution time, ticket quality and customer satisfaction.
• Share feedback on common issues and trends to improve product functionality and support processes.

Required profile

• Bachelor’s degree in a related IT field (e.g., BSCS, BSIT, CS, BSSE, BSCE) preferred.
• Previous customer support experience in a SaaS or technology environment.
• Strong written and verbal English communication skills for interaction with US‑based teams.
• Ability to work independently or collaboratively, with flexibility for day or night shifts including Pakistan night hours.

Required skills

• SQL
• Cloud computing
• Jira
• Jira Service Management
• Support ticketing systems
• CRM tools