Posted Jan 14, 2019 4 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 2 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
- Handle technical support inquiries from customers via email or the company’s web-based support website (ticket-based) from initial contact through resolution
- Take over tickets/issues that tier 1 agents are unable to resolve
- Escalate issues to product development (tier 3) when necessary and serve as a conduit between the customer and product development team
- Provide assistance with integration support based on knowledge and need
- Participate in customer meetings, training sessions, and other forums as a technical product expert
- Manage and expand an online knowledge-base that is accessible both internally and externally
- Update support documentation and guides as needed
- When needed, assist in the software quality assurance process by performing product testing
- Provide job training to new hires
- Provide product training to internal team
- Assist with support portal maintenance, reports, and administration tasks or issues.
- Assist with evaluating new or updated support portal, testing the system for different scenarios
- Assist with license key generation as needed (as a backup to group that provides license keys)
- Develop and provide product and support training to partners
Qualifications
- Bachelor degree in Computer Science or equivalent
- Excellent communication skills
- Minimum 3 years’ experience in QA, Development or Technical Support field
- Able to troubleshoot both hardware and software problems
- General knowledge of cloud/servers
- Familiarity with Microsoft Office
- Solid working knowledge of the Windows 10 Operating System
- Good written communication skills
- Problem solving and troubleshooting aptitude
Asset
- Full familiarity with web application usage (Prior knowledge of any online support ticketing system)
- Previous IT Call Center Experience
Skills
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.
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