Responsibilities:

  • Provide 24x7 operational supports for all IBEX Applications through troubleshooting, configuration and access management
  • Acquire the knowledge of applications used/developed by IBEX Tech and provide L1 support within pre-communicated SLA while acting as a liaison to accommodate L2 support by coordinating with Development team
  • Analyze the root cause while rectifying lapses in service delivery standards and assist in efficient resolution of all production issues. An integral part of the job is to identify the critical/recurring problems and provide solution
  • Act as a bridge between operations/clients teams and core technical teams
  • Assist contact center users and guide them through the usage of their respective applications and services
  • Coordinate with clients and client services for problem resolution, escalation and tracking of reported issues
  • Issue resolution to avoid production outages and adherence to SLA
  • Timely escalation of unresolved issues to development team & consistent follow up
  • Closely observe application deployments and upgrades while ensuring swift communication between teams involved, documentation, change log & training material for sake of internal training
  • Document outstanding issues and prepare incident reports
  • Document SOPs, develop knowledge base and training material
  • Enable the team to achieve excellence in service delivery & KPIs and perform other duties as assigned

Specifications:

  • Basic programming skills in C#/Java/PHP are required. Should have at least good understanding of programming concepts
  • Excellent database knowledge (SQL/MySQL). Should be able to write and understand complex queries and pull up data from database as per requirement
  • Basic understanding of Asp.Net (Web & Desktop) applications’ deployment and configuration
  • Should have knowledge of DNS, TCP/IP and networks and systems used within organization
  • Should possess strong interest in software development lifecycle, processes and fixing software bugs
  • Additional responsibilities will include actively participating in system level deployments, configuration, testing, troubleshooting, upgrades, R&D, migration and expansion initiatives pertaining to in house developed applications
  • Knowledge of contact center infrastructure & telephony platforms will be a plus

Skills:

  • Excellent verbal, written and presentation skills
  • An ideal candidate must have proven ability to deliver customer services in terms of multi-tasking, efficient troubleshooting, SLA adherence and a positive “can do” attitude
  • Strong analytical, excellent troubleshooting and problem-solving skills
  • Attention to details
  • Excellent interpersonal skills when dealing with clients, build constructive business relationships with users and clients
  • Must be willing to work in unconventional shifts (on call/afterhours/weekends)

 

 

نوکری کی تفصیلات

صنعت:
کل عہدے:
1 اشاعت
نوکری کی شفٹ:
پہلا پہر
نوکری کی قسم:
نوکری کا مقام:
Thokar Niaz Baig, لاہور, پاکستان
جنس:
کوئی ترجیح نہیں
کم از کم تعلیم:
بیچلرز
کیریئر کی سطح:
تجربہ کار پیشہ ور
تجربہ:
1 سال - 4 سال
اس سے پہلے درخواست دیجیۓ:
جنوری ۰۴, ۲۰۱۹
تاریخِ اِشاعت:
دسمبر ۰۳, ۲۰۱۸

ibex

بی پی او · More than 5000 ملازمین - لاہور

'ibex.' is is a public listed company on Nasdaq. We are a people-helping company, inspired to bring about a global change in an otherwise dulled out technological world. Headquartered in Washington, D.C., ibex. has delivery locations across 30 sites in 8 countries and maintains a network of over 25,000+ employees. With its CLX platform, the company’s solutions range from handling 138 million customer interactions yearly for its clients from onshore, offshore and near-shore locations, to acquiring new customers for its clients that add $2.3 billion yearly in lifetime revenues, to deploying its Clear view platform that helps brands manage and optimize their customer experience. Emerging with its client-driven and customer-inspired approach, ibex. Pakistan has achieved the #1 Market Position in delivering the end-to-end customer experience journey to fortune 500 companies. We are among the fastest growing geographical location of ibex currently employing 6500+ employees operating from 8 centers in 3 major cities; Karachi, Lahore, and Islamabad. We offer permanent and contractual job opportunities with internal growth opportunities to striving individuals. We have among the highest female ratio and fresh graduate hiring across the industries. Our mantra is we don’t create jobs we make careers!

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