16
Dec 2022
Software Engineer – Technical Product Support
Software Engineer – Technical
Product Support
Lahore
Job Type
Full-time
Full Job Description
Software Engineer – Technical Product Support’s responsibilities include understanding the product domain, troubleshooting issues, handling tickets, providing online training/demos, creating product manuals, and corresponding with clients overseas via different communication channels like emails, phone, and ticketing Systems.
Job Responsibilities:
- Primarily responsible for efficient and effective analysis and resolution of customer issues.
- Provide applications and product support to customers as well as continuously do sales follow up with prospective customers.
- Present products in a clean and organized manner also give hands-on online training and demos to our customers.
- Frequently coordinate and follow-up with clients and other stakeholders to ensure that tickets are closed on time.
- Correspondence with clients, Operations, and other internal departments.
- Data Preparation for analysis and troubleshooting.
- Handling Client calls for product info. & Technical support.
- Identify common issues and provide feedback for improvement to supervisor(s) and relevant stakeholders.
- Reviewing front end, databases, application interfaces, and logs to troubleshoot and fix problems
- Identify common issues and provide feedback for improvement to relevant stakeholders.
- Maintain knowledge base and FAQs about products and problems for prompt and effective services and problem resolution.
- Create product manuals, record online training, and maintain and enhance content on our training portal.
- The candidate must have technical product support, training demos, and sales follow-up experience.
Required Skills:
- Strong listening and learning abilities.
- Understanding of sales process, preferably with client service experience
- Bachelor’s degree in CS, IT or SE
- Good customer experience sense.
- Self-driven, time conscious, and fast worker
- Females are highly encouraged to apply
Employee Benefits:
- 13 Salaries Per Year (Quarterly 13th Salary Disbursement)
- At least two bonuses per year (Eid Bonus)
- Performance-Based Bonuses
- Quarterly Leaves encashment
- Paternity Allowance
- Maternity Leaves
- Wedding Allowance
- Annual Leave Encashment
- Provident Fund
- Double salary on Gazetted Holidays
- Special Allowance for Emergency
- 12 Casual Leaves
- 10 Annual Leaves
- Dedicated Training
- Birthday celebration
- Loan Against Provident Fund
- Daily Company Provided Meal
- Office Gatherings, Celebrations, and Trips
- 5 days a week (work-life balance)
- Excellent workplace & COVID-19 protected work environment
Job Location: NFC Society Lahore (Near Wapda Town Lahore)
Job Timings: 5 PM to 2 AM
Job Type: Full-time
Application Question(s):
- Are you comfortable working night shifts