Solution Engineer (Customer Support)

Job Description

Candidate should be flexible to work in U.S. Eastern Time

Karachi on-site job.

Experience with US clients would be a plus.

Job Description

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.

 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 solution on the raised query or escalate to Level 2 support. 

·         Create tickets in 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 solution 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 knowledge base

Skills

Be 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