Application Support Engineer

Leopards Courier Services (Pvt.) Ltd.

Lahore , Pakistan

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We are seeking a customer-focused Application Support Engineer to join our team. The successful candidate will be responsible for managing user interactions, troubleshooting application-related issues, and ensuring timely resolution of problems. This role requires strong communication skills, technical aptitude, and the ability to collaborate effectively with development teams to maintain a smooth user experience.

Key Responsibilities

- Provide professional verbal and telephonic support to users, addressing their queries promptly and courteously.
- Troubleshoot and resolve application-related issues directly whenever possible to minimize downtime.
- Guide users through application features, workflows, and common challenges to enhance their understanding and satisfaction.
- Analyze reported problems to identify root causes and implement appropriate solutions.
- Collaborate closely with developers and technical teams for issues that require development intervention.
- Follow up with developers to ensure timely resolution of reported issues within agreed timelines.
- Keep users informed about the status of their issues by providing regular and clear updates.
- Reproduce application issues accurately and communicate detailed information to the development team for efficient problem-solving.
- Maintain comprehensive records of reported issues, resolutions, and user interactions to support continuous improvement.
- Deliver effective user support to ensure a positive and seamless user experience.
- Escalate critical or recurring issues to the relevant teams for further investigation and resolution.

Required Qualifications

- 1-2 years of experience in Application Support or Technical Support roles.
- Strong communication skills with the ability to handle users professionally and empathetically.
- Solid understanding of application troubleshooting and issue resolution processes.
- Ability to communicate effectively with both end-users and developers, bridging technical and non-technical perspectives.
- Basic knowledge of databases and SQL, along with familiarity with web applications, is advantageous.
- Demonstrated problem-solving and analytical skills to address complex issues efficiently.
- Capacity to work under pressure while managing multiple user issues simultaneously.
- Experience with SQL/MySQL, MS Excel, and incident management for at least 2 years is required.
- Minimum of 1 year experience as an Application Engineer is essential.
- A Bachelor’s degree is mandatory for this position.

Preferred Qualifications and Benefits

- Prior experience or knowledge in the logistics or courier domain will be considered a strong advantage.
- This is a full-time, in-person role offering a competitive salary range of Rs 50,000 to Rs 80,000 per month.

The role demands a proactive individual who thrives in a dynamic environment and is committed to delivering exceptional support and maintaining high user satisfaction. If you have the technical skills and customer-oriented mindset, this position offers an excellent opportunity to grow within a collaborative team.