Posted Jan 14, 2019 11 views
Nakisa has developed top of the line solutions used by the Fortune 1000. Our clients trust that we will provide a solid solution and outstanding support therefore this role is essential for Nakisa to continue to exceed clients' expectation. As an Application Support Analyst – Level 1 at Nakisa, you will ensure optimal performance of the application and effective problem resolution. Calling on your understanding of web technologies and overall technical savviness, you will be an integral part of a team built on passion and excellence.
Responsibilities
- Logs incidents and requests accurately
- Provides first line investigation and diagnosis of incidents and requests
- Troubleshoots moderate to complex issues and requests as they relate to client technologies
- Troubleshoots the cause of problems, not just the symptoms, taking action to prevent problems from recurring
- Resolves issues in the prescribed time limits; otherwise escalates to appropriate level 2 personnel and follows standard operating procedures as agreed upon with the client regarding ticket ownership
- Participates in efforts to continuously improve Level 1 performance in the areas of issue resolution efficiency, data accuracy, escalation accuracy, response times, and customer satisfaction
- Adheres to corporate policies and defined service level agreements
- Helps to maintain a knowledge-base by documenting known errors, workarounds, procedures, and application specific information
- Reports status, issues, and timelines to management staff for critical issues being worked
- Provides coverage for all modes of communication: chat, e-mail and messages on tickets
- Participates in required training for both technical and interpersonal skill
Qualifications
- Familiarity with Microsoft Office
- 1-2 years of experience in QA, Software Development or Technical Support field
- Solid working knowledge of the Windows 10 Operating System
- Good written communication skills
- Problem solving and troubleshooting aptitude
- Bachelor’s degree in Computer Sciences or related field
Asset
- Full familiarity with web application usage (Prior knowledge of any online support ticketing system)
- Previous IT Call Center Experience
- Customer support and services knowledge
Job Details
Nakisa Solutions (SMC PVT) Limited
Nakisa® Inc. A global leader in enterprise business solutions for Organization Design and Accounting and Compliance, Nakisa delivers innovative, forward-thinking and robust human resource and financial management solutions that advance the business strategies. Working with a global network of partners Nakisa serves 800+ enterprise customers and over 4 million subscribers in 24 industries. ERP-agnostic, cloud-based software allows Nakisa to meet the needs of organizations with complex business challenges. Nakisa is proud to work with some of the world’s most renowned brands.
What is your Competitive Advantage?
Babar Ahmed Khan
Territory Sales Manager
Engro Foods
Usman Habib
Recruitment & Training Executive
ACS Synergy (Pvt) Ltd.
Zubair Anjum
Business Excellence Specialist
Nestle Pakistan
Zohaib Ali
Marketing Manager
Digital Online Devices
Ali Aziz
CEO
Shopistan
Mona Sharif
Senior Team Lead
Konext PVT. LTD
Muzammil Baig
Digital Marketing Manager
IT Services Group
Aqib Irshad
Head of HR, Training & OD
FINCA
Ayesha Shaukat
Social Media Marketing Manager
Ivoke
Sehrish Azhar
Motivational Speaker & Blogger
Living Upbeat
