Posted May 17, 2017 17 views
Associate Software Engineer - Client Support (Level II)
- 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
Skills
Job Details
i2c Pakistan
i2c, Inc. is a Silicon Valley-based company that enables financial institutions, corporations, brands and governments around the world the ability to launch profitable next-generation financial products. Our global, cloud-based platform supports virtually any prepaid, debit or credit program in plastic, virtual or mobile form. Clients around the world rely on us to get to market quickly with differentiated products that meet their customers' unique needs. The i2c team is made up of nearly 400 smart, hard-working people in offices across the world. And we're growing! Our executive team, as well as the Sales, Marketing and Business Advisory groups, are based in Silicon Valley and Singapore. IT Operations, Engineering and Client Services are focused on delivering world class products and services from our Lahore facility. Together, we serve clients in six continents and support end consumers in 216 countries and territories. As a growing company operating in the center of an exploding industry, we routinely fill positions in these key departments: Engineering The Engineering team specializes in web & mobile applications, interfaces, telephony, graphics, application security and transaction processing. They work hard to develop highly configurable products that push boundaries within our industry. IT Operations This team works 24/7/365 to ensure that our global data centers provide 99.99% up time and fool proof data security for our clients. Their areas of expertise include information security, network operations, server management, database management, software change management, telephony, service delivery and application performance management. Information Security The Information Security team ensures internal and external audits of our applications and networks, internal and external ethical hacking, automated security scanning and risk management. our commitment to information security is externally confirmed by its yearly PCI-DSS certification and SSAE-16 valida
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