Apply For This Job

Close

Job Description

Key Responsibilities

  • Provide initial assessment of urgency and business impact on all support helpline calls and emails
  • Perform initial troubleshooting to identify the root cause by eliminating step-by-step possible root causes of the incident
  • Maintain overall ownership of client’s issue and service, ensuring that they receive resolution within a committed SLA
  • Perform comprehensive root cause analysis and advise how to avoid such incidents in the future
  • Research, diagnose, troubleshoot and identify solutions to resolve customer issues
  • Document knowledge in the form of knowledge base tech notes and articles
  • Provide production support after Go live
  • Responds to customer technical inquiries
  • Build Deployments
  • Creates temporary “work-around” for immediate customer issues where appropriate
  • Documents and logs all contacts and actions into Azure DevOps per specified guidelines
  • Escalates to Level 3 customer issues unresolved at Level 2 by packaging, with a concise description, actions, and traces required for escalation of “bugs” and/or “request for assistance”.
  • Follows customer issues through to completion to ensure resolution and customer satisfaction has been achieved.
  • Involvement in company workgroups who plan the direction of Customer Support work processes and procedures

The ideal candidate will have

  • 1+ years of experience in a similar domain.
  • Experience with SQL Server databases. Experience with Oracle RDMS is good to have but not mandatory.
  • .Net development experience is a plus
  • Understanding of the deployment process of ASP.Net application

Job Details

Functional Area:
Total Positions:
3 Posts
Job Shift:
First Shift (Day)
Job Type:
Job Location:
Gender:
No Preference
Minimum Education:
Bachelors
Degree Title:
Information Technology
Career Level:
Experienced Professional
Minimum Experience:
2 Years
Apply Before:
Apr 18, 2020
Posting Date:
Mar 19, 2020
Show fewer details Read full job description

What is your Competitive Advantage?

Get quick competitive analysis and professional insights about yourself
Talk to our expert team of counsellors to improve your CV!
Try Rozee Premium

Intelligenes

Information Technology · 11-50 employees - Karachi

pIntelligenes is a growing Software development & marketing organization with partner companies based in US & Canada. Establishded in 2003, Intelligenes is a rapidly growing organization with leading customers in Pakistan and abroad. We have worked for Fortune 500 companies. We have delivered soluti ...Read More

Similar Job Titles

Customer Support Executive

ibex, Multiple Cities, Pakistan
Posted Mar 31, 2020

Customer Support Specialist

ibex, Multiple Cities, Pakistan
Posted Mar 31, 2020

Email / Chat Support Executive

ibex, Karachi, Pakistan
Posted Mar 27, 2020

Support Engineer

Contour Software, Karachi, Pakistan
Posted Mar 18, 2020
View All