Junior Product Specialist - Support
Nakisa
Lahore Job Opportunities
Junior Product Specialist - Support
Lahore, Pakistan
Nakisa has built top of the line SaaS solutions which are being used by Fortune 1000 of today all over the world. Our clients rely on us and our cloud-based solutions every day to perform some of their most critical business tasks and we need your help to keep them happy.
As part of Nakisa’s Support Services team, you will be the first point of contact with our enterprise clients.
You will be dealing with a wide variety of requests which in turn allows you to work closely with multiple internal teams. At Nakisa, our customers are part of our team as well and we want them to feel that way. In this role, you can make a huge difference by helping to bring this about and making both our customers and the internal team feel as part of one team.
As a member of the team, you will be learning and working with clients who are using our solutions in the context of the largest ERP systems. As such you will be exposed to all those amazing technologies and solutions. Our Support Services team is based across Canada, Pakistan, and Singapore
Mission:
Provide clients with world class enterprise grade customer support experience, on both existing and new products within the HR line of business.
Responsibilities
Become the person trusted because of your product knowledge, your skillset, and your empathy!
Become the expert in training the team and help with the onboarding of new hires.
Mentor level 1 members by guiding them through best practices, technical guidance, and training
Understand client’s issues, diagnose the problem by using internal knowledge basis, reproduce the issues and follow the support workflow until issues are resolved.
Delivery outstanding enterprise customer service that is courteous, accurate, and timely.
Manage and prioritize incoming customer inquiries.
Document and track all your activities in the ticketing system.
Collaborate with peers and other departments to resolve the issues and meet our SLAs.
Participate in & help schedule calls with global clients and work in other time zones as needed.
Act as an escalation point within the escalation chain.
Collaborate with the Customer Success Office to provide a high enterprise grade support experience.
Collaborate in the creation and maintenance of the internal knowledge base, tools, techniques…etc.
Must be willing to work on different rotating shifts.
Qualifications
BS or MS degree in Computer Science/Engineering, IS,
Minimum of 4 years of experience as a system integrator, product expert, support specialist, or enterprise support level 2 or 3 or Enterprise Application Support.
Proven record of working with complex solutions and technology environments, in the B2B industry
Excellent, troubleshooting, diagnosis, analytical and problem-solving skills
Ability to prioritize numerous tasks and coordinate activities across multiple functional areas and locations.
Excellent communication and presentation skills in English to users and client’s teams.
A team player that builds relationships across the organization.
A self-starter who is eager to learn new concepts and dive into unknown territory. Steep learning curve is guaranteed!
Good to have
Experience with HR software, industry, products,
ITIL knowledge or certification: ITSM is a strong plus
Reading/ editing SQL queries
Hands on experience with help desks products: Jira Service Desk, ServiceNow…etc.
Must Have
Experience with SaaS architecture
Experience with ERPs: SAP SuccessFactors, Workday…etc.
Fluent in English
What’s in It for You?
Opportunity to join a growing and fast-paced, SaaS company.
Chance to make a difference.
Work with Fortune 500 companies as your clients.
Growth opportunities into more technical roles or management roles.
Opportunity to learn and expand your skill set.
Make wonderful friends and become part of the diverse and inclusive Nakisa family.
Work with a team of incredibly talented and forward-thinking people who value hard work and know-how to celebrate the wins – No matter small or big.
Amazing benefits & perks.
About Us
Nakisa is a global leader in enterprise business solutions for Organization Design and Accounting, and Compliance. Nakisa delivers innovative, forward-thinking, and robust human resource (HR) and financial management solutions that advance business strategies. Our vision is to resolve the most complex problems of every enterprise customer. Our solutions are being used by the Fortune 500 of today.
We bring together diverse and bright minds to offer amazing software products. We believe the key to our success is our unity in thought and action. As we are continuously improving, we work hard to ensure Nakisa's values (Fairness, Integrity, Service, and Humility) drive our behaviors at all levels. Our solutions have excelled in the market. We are committed to excellence in its delivery and implementation, aiming for our customers to have the best possible experience in their journey with Nakisa. We’re recognized as one of the best Canadian employers, having been named one of Montreal’s top employers of 2022, as well as one of Canada’s best employers for recent graduates.
Our people and our culture are the key to our success: hear from the team
Link:> https://pk.indeed.com/rc/clk?jk=cf2aee2974ac32b1&fccid=1eabc23036f0261d&vjs=3...
