Technical Business Analyst

Wavetec is a global leader in transforming customer experiences in service and retail environments through innovative technology. By addressing one of the most common sources of customer dissatisfaction—long and unregulated waiting times—Wavetec’s AI-powered omni-channel ecosystem significantly reduces wait times and boosts customer satisfaction by up to 30%. With a strong international presence including headquarters in Dubai and regional offices across Barcelona, New York, Nairobi, Karachi, Riyadh, Santiago de Chile, Lima, and Mexico, Wavetec partners with renowned clients such as HSBC, Emirates Airlines, Nike, Samsung, Telenor, and Dubai Financial Markets to drive business growth worldwide.

The company is seeking a highly skilled Technical Business Analyst to join its Global Operations team. This role requires a proactive individual who can manage the implementation of Wavetec solutions and provide daily technical support for hardware, software, and network-related issues. The ideal candidate will be a quick learner, capable of thinking on their feet, and committed to delivering exceptional customer service with a customer-first mindset.

Key Responsibilities:
- Provide online support, configuration, and installation services for all Wavetec products including EQ, IDS, and SSK.
- Deliver technical support to customers, ensuring resolution of complaints within 4 hours for all services and within 24 hours for EQ/IDA services, adhering to SLA guidelines.
- Collect and analyze customer feedback to drive continuous improvement in product and service quality.
- Prepare daily reports on completed and pending tasks for the reporting head or Senior Customer Support Executive.
- Design layouts for Wavetec products as needed.
- Test and configure systems prior to dispatch from warehouse or store for installation.
- Offer phone support to clients and Wavetec technicians when required.
- Log all service requests and actions on the help desk system.
- Coordinate with customers to ensure satisfaction with all tasks and services delivered.
- Document projects thoroughly, including Software Requirement Specifications (SRS), technical design documents, and troubleshooting manuals.
- Conduct software testing before client handover, focusing on bug fixes and enhancing product aesthetics.
- Develop proposals based on client requirements and respond to tenders and RFPs with realistic value additions, including pricing, specifications, connectivity, and feature lists.
- Occasionally deliver product knowledge presentations to internal teams and clients.

Required Qualifications:
- Strong time management skills with the ability to make quick, effective decisions.
- Ability to maintain composure and focus on customer needs while troubleshooting and resolving issues.
- Excellent communication skills to reassure customers during product diagnosis and solution delivery.
- Proficiency in creating technical diagrams, flowcharts, and designing customer-centric solutions to enhance satisfaction.
- Location: Karachi, Pakistan.

Wavetec offers a dynamic work environment where technical expertise meets customer-centric innovation. The role provides an opportunity to work with a global team and contribute directly to improving client experiences through cutting-edge technology solutions.