About Us TekHQS is a premier technology firm headquartered in Lake Forest, California, USA, with a strategic offshore development center in Lahore, Pakistan. With over 12 years of expertise, we empower global businesses across USA, Europe, Asia, Australia, and the UAE through innovative digital solutions in AI/ML, Blockchain, ERP, IoT, Cybersecurity, and Custom Applications. We are building a dynamic support team, and this internship offers fresh graduates and early-career professionals an excellent opportunity to gain exposure to client support in the tech industry. Role Overview As a Support Intern, you will be the first point of contact for customers, assisting them with basic queries, onboarding, and troubleshooting. This internship is designed to provide hands-on training in customer support, enterprise tools, and communication, helping you kick-start your career in a global technology environment. Key Responsibilities - Provide timely and professional support to customers via chat, email, and phone. - Assist with onboarding and setup for TekHQS solutions. - Help document common issues, customer feedback, and solutions. - Escalate complex queries to senior support or product/engineering teams. - Maintain a positive and empathetic customer-first approach. Requirements - Fresh graduate (BBA, BSCS, MBA, or related field) or up to 6 months of experience in customer service/support. - Strong English communication skills (verbal and written). - Tech-savvy, eager to learn, and proactive with a problem-solving mindset. - Comfortable using digital tools, CRM systems, and support platforms (training provided). - Passion for customer engagement and continuous learning. Job Details: - Job Type: Full-time, Remote About Us: TEKHQS is a global technology solutions provider headquartered in Lake Forest, California, with a 300+ expert team in Pakistan. We specialize in ERP (SAP S/4HANA, Oracle NetSuite, Microsoft Dynamics 365), AI/ML, Blockchain, Cloud, and Staff Augmentation services. Join us to drive business growth and work on cutting-edge global IT projects with hands-on mentorship and a clear career path.

• Provide high-quality technical support to customers via phone, email, and chat, acting as the first point of contact for all inquiries. • Identify, troubleshoot, and resolve customer issues related to our software. This includes investigating potential bugs, guiding users through complex workflows, and answering configuration questions. • Own and manage a personal queue of support tickets in our ticketing system (e.g., Zendesk, Salesforce), ensuring timely, accurate resolution and clear communication. • Document all customer interactions and issue resolutions clearly and concisely. • Develop and maintain a deep understanding of our software's features, functions, and best practices. • Escalate complex or unresolved issues to senior specialists, Team Lead, or your Supervisor as needed. • Help build our internal and external customer-facing knowledge base by writing and updating help articles, FAQs, and troubleshooting guides.

• Serve as the primary point of contact for all incoming customer requests during second shift. • Triaging calls appropriately - routing parts inquiries to the parts department, escalating issues to the next shift when necessary, or providing direct technical support as needed. • Communicate with customers from a technical perspective to understand and resolve equipment issues. • Respond with urgency to resolve unplanned customer issues. • Provide breakdown support for component replacements. • Document customer issues and resolutions in the asset management system. • Utilize ERP system to find parts and arrange shipment to customer outside normal business hours. • Review customer data routinely and react to alarms. • Develop insights and provide actions for customers for improved productivity and efficiency.

• Provide Escalated (Tier 3) support for FoIP and SIP-related technical issues via email, phone and case management system (Zendesk). • Diagnose and troubleshoot SIP signaling, call setup failures, one-way audio, jitter, latency, and packet loss. • Analyze SIP traces, PCAP captures, and logs using tools like Wireshark and tcpdump. • Support T.38 Fax Over IP (FoIP) implementations, troubleshooting failed fax transmissions and improving reliability. • Work with PBX systems (Asterisk, FreePBX, 3CX, etc.), VoIP gateways, and SBCs. • Assist customers with network configurations, NAT traversal and firewall rules. • Escalate complex issues to engineering teams and collaborate with vendors as needed. • Take ownership of reported customer issues and see problems through to resolution, ensuring proper recording and closure of all issues. • Write documentation, knowledge base articles and FAQs, and document troubleshooting steps, best practices and solutions in the company's knowledge base for use by both internal staff and customers. • Test interoperability of new VoIP/FoIP equipment and create user guides for various IP-PBX and SIP-compatible devices for use with our SIP Trunking service.