Technical Business Analyst

Wavetec is a global technology company focused on revolutionizing customer experiences in service and retail sectors by tackling one of the biggest pain points: long and unregulated waiting times. Utilizing an omni-channel ecosystem powered by AI and intelligent processing applications, Wavetec’s solutions effectively reduce waiting times and increase customer satisfaction by 30%. With a prestigious client portfolio including HSBC, Emirates Airlines, Nike, Samsung, Telenor, and Dubai Financial Markets, the company operates from its headquarters in Dubai and has regional offices worldwide. Wavetec is currently looking for a skilled Technical Business Analyst to join its Global Operations team based in Karachi, Pakistan. This role involves implementing Wavetec’s solutions and providing daily technical support for hardware, software, and network-related issues, always maintaining a customer-first approach.

Key Responsibilities

- Provide online support, configuration, and installation services for all Wavetec products such as EQ, IDS, and SSK.
- Deliver timely technical support to customers, ensuring resolution of complaints within a 4-hour SLA for general services and within 24 hours for EQ/IDA services.
- Collect customer feedback and follow up to drive improvements in product and service quality.
- Report daily on completed and pending tasks to the reporting head or Senior Customer Support Engineer.
- Design layouts for Wavetec products as required.
- Test and configure systems before dispatch from warehouse or store to ensure smooth installation.
- Provide phone support to clients and Wavetec technicians when necessary.
- Accurately log all service requests and incidents in the help desk system.
- Coordinate with customers to maintain high satisfaction levels across all tasks and services.
- Document projects comprehensively, including Software Requirement Specifications (SRS), technical design documents, and troubleshooting manuals.
- Conduct software testing prior to client handover, focusing on bug fixing and enhancing product aesthetics.
- Develop proposals by gathering client requirements and responding to tenders and RFPs with realistic value additions, including pricing, specifications, connectivity, and feature lists.
- Occasionally prepare and deliver presentations on product knowledge to internal teams and clients.

Required Qualifications

- Strong time management skills with the ability to make quick, informed decisions under pressure.
- Composure and customer focus when troubleshooting and resolving technical issues.
- Ability to clearly communicate product diagnoses and potential solutions to reassure customers.
- Proficiency in creating technical diagrams, flowcharts, and designing solutions that improve customer satisfaction.
- Excellent verbal and written communication skills.
- Willingness to work from Karachi, Pakistan.

Wavetec offers a dynamic and innovative work environment where customer satisfaction is a top priority. The ideal candidate will be a fast learner, adaptable, and capable of critical thinking to resolve issues efficiently while maintaining professionalism and a customer-centric mindset. This role presents an excellent opportunity to contribute to cutting-edge technology solutions that enhance service experiences globally.