Remote Monitoring Associate

About the Role:

RMA Agent will play a pivotal role in ensuring the satisfaction of our customers by providing effective troubleshooting, handling emails and calls, monitoring system performance, and resolving support tickets. This role requires us to work closely with customers to address technical issues and provide timely solutions, thereby contributing to our commitment to excellence in customer service.

Key Responsibilities:

• Troubleshooting: Diagnose and resolve technical issues reported by customers via email, phone calls, or support tickets.
  

• Emails and Calls: Handle incoming customer inquiries and requests through email and phone calls in a professional and courteous manner.
  
• Monitoring: Continuously monitor system performance and network conditions to proactively identify potential issues.
  
• Ticket Resolution: Prioritize, track, and manage support tickets in a timely and efficient manner, ensuring prompt resolution.
  
• Documentation: Maintain detailed records of customer interactions, technical issues, and solutions provided.
  
• Collaboration: Collaborate with cross-functional teams to escalate and resolve complex technical problems.
  
• Quality Assurance: Participate in quality assurance and testing activities to ensure the reliability and performance of our products.
  
• Adherence to Policies: Adhere to company policies, procedures, and service-level agreements (SLAs) while delivering support services.
• Escalating advanced IT support cases.
  
• Learn new mobile device management and security tools and technologies.
  
• Troubleshoot L1 technical issues and do research work where required.
  
• Ability to solve problems independently and simultaneously, effectively juggling multiple tasks.
  
• Managing the Service Desk queue in a professional and consistent manner that ensures user incidents, requests, and queries are dealt with efficiently.

Qualifications:

• Bachelor's degree in a related field or equivalent work experience.
• Previous experience in a technical support or customer service role is preferred.
• Strong problem-solving skills with the ability to diagnose and resolve technical issues.
• Excellent communication skills, both written and verbal.
• Customer-centric mindset with a commitment to providing outstanding service.
• Ability to work independently and as part of a team.
• Knowledge of technical troubleshooting tools and methodologies.
• Strong attention to detail and organizational skills.

What we offer:

• Market-competitive salary
• Career growth opportunities
• Learning & development programs
• On-the-job training
• Medical Coverage (IPD)
• Life Insurance
• Paid Leaves (Annual, Casual, Sick, Marriage, Maternity, Paternity, Hajj, Bereavement)
• Provident Fund
• Employee Old Age Benefits (EOBI)
• Employee engagement & wellness initiatives
  
  Location: NASTP, Cantt Lahore.
  Shift: EST