Customer Support Executive – Tier 1 Technician

About the role

RepairDesk is seeking a Customer Support Executive (Tier 1 Technician) to be the first point of contact for its global user base. You will handle inquiries via live chat, phone, and email, delivering prompt and friendly assistance while maintaining high satisfaction levels.

Key responsibilities

• Respond to customer queries through chat, calls, and email as the initial support channel.
• Diagnose and resolve basic technical issues; escalate complex cases to higher support tiers.
• Document and track tickets using JIRA and the Zoho platform.
• Provide remote software training and follow‑up to ensure customers are using the product effectively.
• Address complaints compassionately and research unresolved issues.
• Report recurring problems and feature requests to the development team.
• Maintain up‑to‑date knowledge of RepairDesk’s modules and integrations.
• Adhere to company communication policies and procedures.

Required profile

• 2‑3 years of experience in client communication or call‑center environments.
• Excellent written and verbal English skills.
• Proven experience handling live chat, email, and phone support.
• Familiarity with standard office software and web‑based collaboration tools.
• Preference for candidates with an IT/technical background, ERP knowledge, or SaaS experience.
• Willingness to work the 7 pm – 4 am Pakistan shift, Monday‑Friday onsite.

Required skills

• JIRA
• Zoho
• Microsoft Office
• TeamViewer
• RingCentral (or similar call‑center solution)
• Dropbox
• Google Drive
• Live‑chat platforms

What we offer

• Health Insurance (IPD) for self, spouse & children
• Maternity & Paternity benefits
• Provident Fund
• Paid casual, medical & annual leaves
• Profit/stock sharing plan for tenured employees