Customer chat technical support specialist

Job Description

Title: Customer chat technical support specialist

Company Name: Ultra Group

Vacancy: 6901

Age: At least 26 years

Job Location: Anywhere in Bangladesh

Salary: Tk. 30000 - 40000 (Monthly)

Experience:

• At least 3 years
• The applicants should have experience in the following business area(s): Software Company, IT Enabled Service

• At least 3 years
• The applicants should have experience in the following business area(s): Software Company, IT Enabled Service

• Age At least 26 years
• Only Male

Additional requirement: You must have proven, hands-on experience using TeamViewer or AnyDesk and HubSpot or a similar CRM, remotely diagnosing and fixing Android and Windows devices, and supporting physical hardware. Experience with server troubleshooting, monitoring and maintenance is strongly preferred. We need someone who has personally resolved these issues—not someone whose experience is limited to logging tickets and passing them to another team.

We are looking for an experienced Customer & Technical Support Specialist with a proven record of delivering fast, accurate and professional support.

This is not an entry-level position. You must be technically capable, highly reliable and able to work independently with minimal supervision.

Five working days out of seven.

• Weekend availability is mandatory.

• Shifts will be scheduled between 14:00 and 03:00 Bangladesh time.

• Applicants must be available to start immediately.

• Excellent attendance, punctuality and shift reliability are essential.

• Answer customer enquiries promptly through CRM, live chat, WhatsApp and email.

• Consistently meet defined response-time and resolution-time SLAs.

• Take full ownership of every customer issue through to resolution.

• Troubleshoot Android devices, Windows computers, applications, internet connections and basic server-related problems.

• Use TeamViewer, AnyDesk and similar tools to support customers remotely.

• Install, configure, update and test applications and customer devices.

• Manage and troubleshoot customer hardware proactively.

• Maintain complete and accurate CRM records for every interaction.

• Escalate issues correctly, including clear evidence of everything already checked.

• Follow company processes while using initiative to resolve unfamiliar problems.

• Communicate patiently and clearly with older and non-technical customers.

• Minimum three years of verifiable employment history in customer support, technical support or IT helpdesk work.

• Proven experience working to response and resolution SLAs.

• Experience using HubSpot or a similar professional CRM or ticketing system.

• Business-level written and spoken English.

• Minimum typing speed of 40 words per minute.

• Strong practical knowledge of Android and Windows.

• Able to troubleshoot applications, devices, connectivity and basic server or service issues.

• Regular experience using TeamViewer, AnyDesk or similar remote-access tools.

• Able to manage customer devices and hardware safely and responsibly.

• Able to work independently with minimal direction.

• Excellent timekeeping, attendance and task management.

• Accurate, organised and consistent record-keeping.

• Stable internet connection and a suitable computer for remote work.

You must be:

• Honest, including when you make a mistake or do not know something.

• Reliable and consistently available for every agreed shift.

• Punctual and ready to work at the scheduled starting time.

• Accurate—never guessing, inventing answers or closing unresolved issues.

• Proactive and able to determine what needs to happen next.

• Calm and professional when assisting frustrated customers.

• Trusted to work independently and access customer devices responsibly.

• Persistent until the issue is resolved or correctly escalated.

Performance will be measured against:

• First-response and resolution-time SLAs.

• Quality and accuracy of customer answers.

• Successful resolution rate.

• Customer satisfaction.

• Attendance and punctuality.

• Accuracy of CRM records.

• Proper ownership and escalation of issues.

• Ability to work independently without repeated direction.