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Associate Product Support Engineer

Associate Product Support Engineer

HR Force InternationalJohar Town, Lahore, PB, PK
30+ days ago
Job type
  • Full-time
  • Quick Apply
Job description

As an Associate Product Support Engineer, The successful candidate will have a knack for effective verbal and written communication and helping customers enquiries (i.e, Technical and Non-Technical System Issues, Guiding Customers on How to use the System) on a large scale over Live Chat platforms, Email & in meetings. You will work closely with our Customer Onboarding, Different development teams to become the support specialist for thousands of new and existing businesses. This is a high-touch, rapport-building position that requires strong communication skills, both written and verbal. The ideal candidate will be upbeat, driven, well- organized, share a passion for technology and a love for working in a dynamic fast-paced environment.

Responsibilities :

  • Replicate, understand and troubleshoot end-user technical / non-technical issues via email or live web Chats.
  • Manage customer escalations in accordance with agreed SLAs and support agreements.
  • Maintain a high level of customer engagement and satisfaction.
  • Ability to Present complex technical information to non-technical audiences.
  • Coordinate issue resolution efforts with other Tech departments to ensure timely and efficient resolutions are met and customer satisfaction is upheld.
  • Adapt to / learn new product enhancements quickly to include in training resources.

Requirements

  • Excellent communication (Verbal and Written) Skills - Native.

    • Minimum of 1-years (recent) of proven related experience within an organisation that provides software solutions to International clients (preferably AI based Softwares).

  • Prior experience in using Ticket Tracking / logging tools (e.g, Zendesk).
  • Experience in Live chat tools like Intercom, Slack & Skype will be preferred.
  • Eagerness to learn and develop skills to improve work performance.
  • Willingness to work in Rotational Shift patterns as per business needs (Time Zones GMT, Eastern Time or etc ).
  • A team player, with the ability to communicate and work effectively with other departments.

    • Nice to have :

  • Technical experience (API’s SDK’s, Postman)