Solution Engineer (Customer Support)
Job details
"The only way to do great work is to love what you do. If you haven't found it yet, keep looking. Don't settle."
— Steve Jobs —
CategoryIT
Functional AreaClient Management & Business Development
LocationKarachi
Job Type:Full Time/Permanent
QualificationsBachelors' degree in Computer Engineering or equivalent
ExperienceOverall 8 years and minimum experience of 1-2 years of working in a similar position/leading a team
Offered SalaryMarket Competitive + Other benefits
Job DescriptionCandidate should be flexible to work in U.S. Eastern Time.
Our client is looking for a customer-centric frontline solution engineer to further strengthen our Product Support Team. Candidate must be able to think on your feet to work in our constantly evolving & challenging environment. You must be a customer service star with excellent analytical and technical skills. You must be energetic and possess a vibrant personality.
Responsibilities:
First point of contact for all internal/external customers.
Provide Level 1 support and troubleshoot customer queries.
Support clients through all communication mediums, i.e., emails, chats, calls & remote assistance tool.
Provide solutions on the raised queries or escalate to Level 2 support.
Create tickets in the portal with complete requirements & assign tasks to relevant teams in a timely manner.
Efficient ticket management cycle by prioritizing items & keeping close follow-ups.
Comprehend complicated issues and record/communicate to all internal and external stakeholders in a clear and concise manner.
Manage internal/external client expectations in terms of issue resolution and keep them up to date.
Work closely with Partners, Relationship Management, IT, Development, and other Operations teams to ensure efficient outcomes.
Review, manage, and update the knowledge base.
SkillsBe an excellent communicator in English.
Have a positive Can-DO attitude.
Be organized, thorough & process-driven.
Be able to handle pressure and work on tight deadlines.
Have excellent problem-solving skills.
Be competent in computer systems and technologies.
Be proficient in MS Office, Jira, JSM, Confluence & Postman.
Understand Scrum & change management cycle.
Comply with all organizational processes, procedures, and policies.#J-18808-Ljbffr
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