| Industry: |
Information Technology |
| Functional Area: |
Software & Web Development |
| Total Position: |
1 |
| Job Type: |
Full Time/Permanent ( firstshift )
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| Department: |
Client Services |
| Job Location: |
Lahore, Pakistan |
| Gender: |
Male |
| Minimum Education: |
Bachelor's Degree |
| Degree Title: |
BCS/MCS |
| Career Level: |
Experienced (Non-Manager) |
| Required Experience: |
1 Year - 3 Years |
| Apply By: |
Jul 15, 2012 |
| Job Posting Date: |
Apr 23, 2012 |
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| Job Description: |
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- Primarily responsible for efficient and effective analysis and resolution of customer issues related to software products
- Facilitate Client Service Representatives (CSRs) in promptly addressing customer inquiries and problems
- Communicate with customers to provide desired information and status on customer inquiries
- Generate and provide application data or reports to customers and other stakeholders
- Use ticketing system and other software to maintain data related to Level 2 tickets and customer inquiries
- Log, identify, analyze, and resolve customer issues related to software products
- Review front end, back end and other application interfaces and logs to troubleshoot and fix problems
- Coordinate and follow up on customer inquires with relevant stakeholders to timely close open tickets
- Continuously learn and update product knowledge to provide excellent customer experience
- Identify common issues and provide feedback for improvement to supervisor(s) and relevant stakeholders
- Maintain knowledge base and FAQs about products and problems for prompt and effective services and problem resolution in future
- May be assigned to work on day or night shift to ensure 24/7 operations
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