Posted Sep 21, 2016 8 views
We are presently seeking for a post and pre sales technical support engineer to join our growing engineering structure with the following requirements and specifications. Candidate must be a software engineer graduate with at least 2 to 4 years’ experience.
The individual must be a strong team player with the ability to manage multiple critical issues concurrently, while remaining focused on the business impact and production support. This is a fast-paced environment, and the individual must possess a willingness to adapt, overcome, and succeed in a constantly changing business and technical environment. Responsibilities include providing technical support to new & existing clients over email/phone/live chat.
The candidate will be expected to work in the 2nd shift i.e. from 02:00 PM to 11:00 PM from Monday to Friday.
Candidate will be required to:
- Provide post-sales and pre-sales support to customers
- Develop deep understanding of the assigned product/project domain
- Understand and adhere to the defined SLA for customer support queries
- Quickly investigate the concerns raised by customers and provide quick solutions to the reported problems
- Keep good attention on preparing and maintaining self-help material to ensure customer can mostly follow the provided information instead of always coming to support team for most common queries
- Communicate well within the team and the company and keep all stake holders up to date regarding the assigned tasks/tickets
- Provide support to customers using all available channels i.e. email, Kayako live chat, Skype and phone calls
- Where necessary, have remote sessions with the customers to investigate the problems in their environment
Our Value:
- We believe in working partnership – come and work with company
- Promising careers
- We care for your professional upbringing – we fine-tune you
- We discourage all kind of discriminations
Job Specifications:
- Strong troubleshooting and analytical skills
- Excellent English language skills (written, oral and listening) and fluent in speaking with foreign customers.
- Quick learning skills to rapidly adopt new tools/technologies and business domains
- Ability to communicate clearly within and out of team
- Writing test cases against requirements and executing them.
- Good team player skills
- I am here to help attitude
- Ability to take initiatives for improvements in customer support services
- Ability to volunteer services to solve a problem at hand
- Writing automated testing scripts.
- Reporting issues in a clear fashion.
Job Details
Ascertia (Pvt) Ltd.
Ascertia is a UK limited company. The focus of the company is the development of high trust PKI products particularly focused on long-term digital signatures, mainly sold through our global partner network. Ascertia is a recognized brand for high trust cryptographic security. A good number of the security industry leaders recommend or resell Ascertia products. Gartner rates Ascertia very well for our leadership position in providing high trust digital signature solutions and our global delivery capability. We are a successful global provider of products and services with a friendly and caring approach to our colleagues. We are a friendly team of people that focus on getting the right relationships with our key partners and clients. Around the world, there are approximately 100 staff with a strong focus on R&D and technical high trust sales. Ascertia has seen strong year on year growth and needs to expand it Customer Service and Operational teams. There is excellent growth potential at Ascertia. There is no limit to the progress a successful candidate can make. We are heavily dependent on the personal skills and experience people bring and the way these can be harnessed for a company and personal success. Product Information Since 2001, Ascertia has been a global leader in delivering high-trust solutions for digital signatures, timestamping, certificate validation, certificate issuance. Ascertia has two strategic products: SigningHub (more business focused) delivers a complete signing solution enabling organisations to workflow documents for digital signature approval. When integrated into core business applications or used standalone, SigningHub optimises how internal and external users can review, approve and sign documents at any time on any device. Available as an on-premise product, private cloud service or multi-tenanted public cloud service. ADSS Server (more technical focused) is an advanced framework product that offers a full ran
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