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Location:
Rawalpindi, Pakistan
Department: Information Technology
Job Description

Department: SOMOS Experience: 3 YearsDeadline: May 28, 2025Location: Rawalpindi, Pakistan

Job Profile

  • Drive the overall technical support of customers
  • Diagnose, troubleshoot, and resolve issues by proposing simple and effective solutions, with necessary workarounds.
  • Provide responsive and timely service to customers on new tickets by priority, complying with and exceeding SLA goals on response and resolutions.
  • Ensure proper logging of all issues, steps, and root cause analysis. Document RCA as repeatable resolutions as KB articles in the knowledge base.
  • Conduct ticket escalations to engineering while managing the entire resolution lifecycle.
  • Customer relationship management with deep technical skills.
  • Cross-Functional Collaboration for ticket escalations, feedback, and enhancement requests.
  • Ensure proper documentation and closure of all issues
  • Escalate unresolved issues to the appropriate teams
  • Provide prompt and accurate customer feedback

Tools / Skills

  • Familiarity with the software development process and tools.
  • Hands-on experience with Billing Systems, Web Applications, Windows Applications, Payments Processing, SQL databases, Cloud Platforms and AWS.
  • Demonstrated depth in all aspects of the technical support lifecycle such as ticket logging, triage, escalation, customer response, RCA, and KBs.
  • Proficiency in one or more Technical Support CRM solutions such as Zendesk.
  • Hands on experience with JITBIT and other helpdesk software and ticketing systems
  • Strong presence with excellent communication and leadership skills, and a proven track record of collaborative success with customers, vendors, staff, and internal business partners.
  • Solid understanding of data security, privacy, compliance, and associated regulations is a strong plus.
  • Excellent spoken / written English communication skills
  • Requires ability to work independently and to increase knowledge and skills through self-learning
  • Must be knowledgeable in software, hardware, and networks.


Additional Information
Total Position(s)
2 Positions
Gender
Does not matter
Minimum Education
Bachelors Degree
Degree Title
Bachelors Degree
Shift
Rotating
Nature of Job
Work From Office
Job Id: D639SFt9W739eYskbC/Jd8IpU1I3an+vnoBe2IjxMcJIlGmCYZvFBmPt6QzthujthkQpqclPEIuCa93KarMswWyty+Wzd11BoItnxbMBt3YjUl+LEgk=
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Technical Support Engineer