L1 Support Engineer

Job Position: L1 Support Engineer
Location: DHA Phase 8, Lahore
Working Hours: US Time Zone (Rotational on monthly basis)

Job Responsibilities:

• Ticketing Triage:

o Triage incoming email tickets by categorizing the issue type, product, urgency and required customer details.

• Customer Interaction:

o Provide prompt and courteous responses to customer inquiries regarding software functionality, troubleshooting, and general information based on support documentation.

• Issue Resolution:

o Diagnose and resolve basic software issues and user errors following established procedures.

o Escalate complex issues to higher-level support or relevant departments as needed.

o Knowledge of SQL and Python is mandatory for this role.

• Knowledge Management:

o Utilize and maintain up-to-date knowledge of the company's SaaS products and support documentation.

o Update and document customer interactions, issues, and resolutions in the support ticketing system.

o Provide weekly reporting highlighting outstanding tickets by solution, urgency and type.

• Performance Monitoring:

o Meet or exceed performance metrics, including response times, resolution times, and customer satisfaction scores.

o Participate in regular training and development sessions to enhance support skills and product knowledge.

• Team Collaboration:

o Collaborate with team members and other departments to improve support processes and customer experience.

o Provide feedback on common issues or trends to help improve the software and support strategies.

Qualifications Needed:

• Education:

o Associate’s CS degree or higher in a related field preferred.

• Experience:

o Previous experience in technical support of 2-3 years, especially in a SQL & Python environment.

• Skills:

o Strong communication skills, both written and verbal.

o Basic troubleshooting skills and the ability to learn new software quickly.

o Proficiency in using support ticketing systems and CRM tools.

o Excellent problem-solving abilities and a customer-focused mindset.

• Attributes:

o Patient, empathetic, and able to handle customer inquiries with professionalism.

o Ability to work independently and as part of a team in a fast-paced environment.

o Strong organizational skills and attention to detail.

• The excellent English communication skills are required to communicate with the US team members.