Software Support Specialist (L2)

The Position:

We are looking for a Software Support Specialist (L2) in our Lahore Office that is career oriented, passionate and hard working. This candidate should be a highly motivated team player with excellent verbal and written communication skills while being highly organized. This position is responsible for providing support/training and assist with technical issues on all products and ensuring a professional and positive user experience.

Duties and Responsibilities:

Support and Troubleshoot the software via telephone or e-mail

Document, track and monitor calls and problems to ensure timely resolution

Create and monitor the Tickets to ensure all service requests are being managed effectively

Communicate with rest of the team to discuss the problem s and find the best solution

Support and troubleshoot customers proprietary software and hardware issues/questions via telephone, email and/or live chat

Apply analytical/communication/problem-solving skills to identify/resolve/document customer reported issues

Research solutions to new problems/issues with company products and services

Notify development of suspected bugs, research software for root cause, submit for code changes and confirm resolution thru pre-release testing

Evaluate/champion the priority of customer reported issue internally to Client

Analyze business system database to ascertain data damage or inconsistency. Plan and execute corrections, ensuring customer data integrity and minimize Client liability

Track and provide timely resolution status to customer and manager, escalating as needed

Commitment to learning new product functionality

Attend offered training at the time or through recorded webinars

Use Infor or other call tracking software to record issue, testing, resolution and administrative tasks. Call tracking includes accuracy of time spent, clear noting of issue and resolution. All time in tickets should include a notation in the ticket

Use JIRA to record development requests

Specialize in at least 6 areas and at least 3 major areas of the software bundle

Creation of useful Knowledge Base articles as measured by usage, customer feedback and rating of helpfulness

Required Qualifications and Skills

Minimum of 2+ year s experience supporting and deploying applications/products

Typically requires an AA degree in technical field or equivalent experience and 5 or more years of technical support experience in related field.

Knowledge of IOS (Apple) environment will be considered as asset

Must be enthusiastic and energetic with outstanding command of English (verbal and written).

Neutral to American accent would be favorable.

Previous experience and superior customer/helpdesk service skills.

Strong multi-tasking and organizational skills with ability to meet deadlines.

Strong written/verbal communication skills: Comfortable with providing support via Phone and Email

Customer centric focus

Typically requires an AA degree in technical field or equivalent experience and 2 or more years technical support experience in related field.

Strong written/verbal communication skills

Proficiency/Aptitude in software and operating system troubleshooting techniques/methodologies

Strong technical aptitude; analytical and critical thinking skills