Back Support Service Agent (On-Site, English Speaking)

About the role

ReallTime is looking for a full-time, on-site Back Support Service Agent based in Lahore. The agent supports customers mainly in English through back-office and non-voice channels, working closely with front-line support and other internal teams. The role is open to English-speaking candidates.

Key responsibilities

• Review and process customer requests.
• Resolve issues via email or ticketing systems.
• Update records and databases and document all interactions accurately.
• Coordinate with front-line support and other teams to follow up on customer cases and ensure timely resolution.
• Monitor queues, prioritize tasks and escalate complex issues as needed while keeping service standards and performance targets.

Required profile

• Strong written and spoken English, able to communicate clearly and professionally.
• Attention to detail and accuracy when reviewing information and updating records.
• Problem-solving and analytical skills to identify root causes and propose practical solutions.
• Customer service mindset: patience, empathy and calmness under pressure.
• Ability to work collaboratively and follow established processes.
• Willingness to work on-site in Lahore and adhere to assigned shifts, including evenings or weekends if required.
• Minimum high school diploma; a college degree or relevant certification in business, communications or IT is a plus.
• Previous experience in customer support, back-office operations or contact centers is an advantage but not mandatory.

Required skills

• Proficiency in basic computer applications such as email and office productivity tools.
• Ticketing or CRM systems.