Jr Help Desk Specialist
Islamabad,
Pakistan
As a Jr Help Desk Specialist at Silverdale, you will be the first point of contact for clients with queries and issues and questions regarding their Odoo database and processes. Your primary role will be to ensure excellent service standards and maintain high customer satisfaction, while resolving inquires and problems. You'll be responsible for providing Odoo support by resolving functional tickets and answering questions on help desk tickets efficiently within the established service level agreements (SLAs).
Key Responsibilities
- Help Desk Operations: Manage the help desk functions by triaging, processing, and resolving service tickets.
- Customer Interaction: Provide prompt responses to customer inquiries and Odoo-related issues through various communication channels.
- Ticket Management: Track, update, and resolve functional tickets using our ticket management system while ensuring compliance with SLAs.
- Odoo Troubleshooting: Diagnose and resolve basic Odoo issues, escalating more complex problems to upper-level support teams.
- Resolve Tickets: Resolve tickets following Silverdale processes to maintain consistency and efficiency.
- Content Creation: Create informative content on solved tickets to assist in future troubleshooting and knowledge sharing.
- Continuous Improvement: Identify and recommend opportunities to enhance help desk processes.
Daily Tasks
- Start the day by prioritizing and triaging incoming tickets to ensure timely resolution.
- Handle and respond to email inquiries and ticket updates promptly.
- Engage with clients over phone support, live chats, or through our support portal to address their needs.
- Document ticket resolutions and discussions to ensure clear communication and record-keeping.
- Learn and adopt Silverdale processes and tools
Key Performance Indicators (KPIs)
- First-Touch Resolution: Target resolving a minimum of 80% of tickets during the first contact with the support team.
- Customer Satisfaction: Maintain a client satisfaction score of no lower than 4.9 rating.
- SLAs Compliance: Ensure that 90% of tickets are resolved within SLA timelines.
Qualifications & Skills
- Excellent verbal and written communication skills.
- Strong organizational skills and the ability to manage multiple priorities.
- The ability to learn new systems and processes quickly.
- Technical or customer support experience a plus.
- Odoo experience a plus.
- Customer-oriented mindset with a focus on providing accurate solutions.
Join Us
At Silverdale, we transform complex systems into streamlined solutions for our clients. If you are passionate about delivering outstanding customer service and enjoy solving Odoo-related issues, we would love to hear from you!
To apply, please submit your resume and a cover letter detailing your suitability for the role.
As an employee of our company, you will collaborate with each department
to create and deploy disruptive products. Come work at a growing company
that offers great benefits with opportunities to moving forward and learn
alongside accomplished leaders. We're seeking an experienced and outstanding
member of staff.
This position is both creative and rigorous by nature you need to think
outside the box. We expect the candidate to be proactive and have a "get it done"
spirit. To be successful, you will have solid solving problem skills.
Responsibilities
- Lead the entire sales cycle
- Achieve monthly sales objectives
- Qualify the customer needs
- Negotiate and contract
- Master demos of our software
Must Have
- Bachelor Degree or Higher
- Passion for software products
- Perfect written English
- Highly creative and autonomous
- Valid work permit for Belgium
Nice to have
- Experience in writing online content
- Additional languages
- Google Adwords experience
- Strong analytical skills
What's great in the job?
- Great team of smart people, in a friendly and open culture
- No dumb managers, no stupid tools to use, no rigid working hours
- No waste of time in enterprise processes, real responsibilities and autonomy
- Expand your knowledge of various business industries
- Create content that will help our users on a daily basis
- Real responsibilities and challenges in a fast evolving company
Our Product
What We Offer
Each employee has a chance to see the impact of his work.
You can make a real contribution to the success of the company.
Several activities are often organized all over the year, such as weekly
sports sessions, team building events, monthly drink, and much more
Perks
A full-time position
Attractive salary package.
Trainings
12 days / year, including
6 of your choice.
Sport Activity
Play any sport with colleagues,
the bill is covered.
Eat & Drink
Fruit, coffee and
snacks provided.
