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Customer Support Analyst
Job Detail
Information Technology
Client Services & Customer Support
Total Position
Job Type
Full Time/Permanent ( Third Shift (Night) )
Customer Support
Job Location
No Preference
Minimum Education
Career Level
Experienced Professional
Required Experience
2 Years - 4 Years
Apply By
Apr 9, 2020
Posted On
Jan 9, 2020
Job Description

The Division:

TripSpark Technologies is a community transportation technology company focused on helping midsized transit agencies and private operators transform their operation - increasing community engagement and driving revenue. TripSpark makes this possible by linking the latest technologies with a dedicated focus to help you grow your operation and meet evolving community transit needs.

The Position:

TripSpark is in search of two great Customer Care/Support Analysts! We're looking for individuals who are eager to learn and love working with clients. Picture yourself building a successful career at TripSpark, working in a fast-paced environment interacting with different customers daily.


As a Support Analyst at TripSpark, you'll be responsible for:
  • Answering inbound phone lines and assisting customers with their initial steps to getting assistance (these calls will range from basic questions that they need answered to their needing immediate assistance for a down system.)
  • Gathering the issue details and creating a case for customers' calls after be gathering all the details and escalate these to relevant teams.
  • Sending acknowledgements and issue updates to customers in a professional manner.
  • Your calming demeanor will assist the client in these tense situations that arise. While creating a case for their call, you will gather all the details so you will know which team is assigned the case. After gaining all the important information then the case is passed on to the correct team and the customer either informed or handed off. Your interaction with the customer sets the tone for the entire case!
  • In addition to answering the phones, customers can contact TripSpark via email or through our website. Cases can also be logged from emails or through our portal into our CRM software. These may require follow up for additional details or they may go straight to the proper teams for handling. If team members are not available, you will assist by letting the team know that urgent or priority cases have been added to their queues to ensure customers get a quick response from our Customer Care team.
  • You may be asked to reach out to customers to verify information in our system and keep it current. Accuracy in your work is important when entering this information into our systems as it helps all departments quickly reach out to our customers. There will also be customer emails and calls that come through the Customer Care system for other departments such as Sales, Finance, or Deployment and require you to reach out to those departments. Follow through on these are critical.

Required Skills:

You're passionate about customer service and working with a wide variety of people. You enjoy working in a team and can communicate ideas clearly. Being able to follow directions are important but so is the ability to think on your feet.
Most importantly, you're looking to build a career and grow your skills at a company that will invest in you for the long term.
We realize that some people prefer bullet lists, so here are a few desirable experience and skills for this position:
  • 2+ years of experience providing support to International customers (preferably in North American region).
  • Strong telephone skills and a positive demeanor
  • Strong verbal and writing skills
  • Ability to multitask
  • Familiarity with Salesforce is an asset
  • Familiarity with Word, Excel and Access is an asset

Hours of operation will be between 7:30 AM Eastern to 8 PM Eastern. The shift is split with another operator and occasional assistance from Support representatives as needed.

Exciting Benefits we offer:
  • Market-leading Salary
  • Medical Coverage Self & Dependents
  • Parents Medical Coverage
  • Provident Fund
  • Employee Performance-based bonuses
  • Home Internet Subsidy
  • Conveyance Allowance
  • Profit Sharing Plan [Tenured Employees Only]
  • Life Benefit
  • Child Care Facility [Karachi & Lahore only]
  • Company Provided Lunch/Dinner
  • Professional Development Budget
  • Recreational area for in-house games [Karachi & Lahore only]
  • Sporadic On-shore training opportunities
  • Friendly work environment
  • Leave Encashment

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