ROZEE.PK PARVAAZ 2016
 

Associate Software Engineer - Client Support

i2c Pakistan, Lahore

 
Job Detail
Functional Area
Client Services & Customer Support
Job Type
Full Time/Permanent
Job Location
Lahore, Pakistan
Degree Title
Bachelors
Job Description

Associate Software Engineer - Client Support (Level II)

  • Primarily responsible for efficient and effective analysis and resolution of customer issues related to software products
  • Facilitate Client Service Representatives (CSRs) in promptly addressing customer inquiries and problems
  • Communicate with customers to provide desired information and status on customer inquiries
  • Generate and provide application data or reports to customers and other stakeholders
  • Use ticketing system and other software to maintain data related to Level 2 tickets and customer inquiries
  • Log, identify, analyze, and resolve customer issues related to software products
  • Review front end, back end and other application interfaces and logs to troubleshoot and fix problems
  • Coordinate and follow up on customer inquires with relevant stakeholders to timely close open tickets
  • Continuously learn and update product knowledge to provide excellent customer experience
  • Identify common issues and provide feedback for improvement to supervisor(s) and relevant stakeholders
  • Maintain knowledge base and FAQs about products and problems for prompt and effective services and problem resolution in future
  • May be assigned to work on day or night shift to ensure 24/7 operations

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