Customer Software Support

4 weeks ago

Lahore, Punjab, Pakistan Simplex Technology Solutions Full time

Role Overview

As a Support Engineer, you will serve as the first point of contact for clients using our flagship products. Your primary responsibility is to provide timely and effective support by addressing incoming queries, educating users on existing features, troubleshooting common problems, and escalating critical issues to the appropriate teams. You will also play a key role in maintaining high-quality service standards by logging all incidents accurately into our Jira support management system.

Key Responsibilities

  • Respond promptly to incoming client queries via email, phone, or live chat.
  • Educate clients on how to use the product's features effectively and maximize its value.
  • Build strong relationships with clients by offering personalized and empathetic support.
  • Must have a strong problem-solving aptitude to identify root cause of recurring problems faced by clients and guide them toward resolution.
  • Troubleshoot technical issues related to the deployed product, including configuration errors, integrations, and performance bottlenecks.
  • Provide workarounds for known issues until permanent fixes are implemented.
  • Attention to details is crucial to log detailed issue tickets in Jira, ensuring accurate documentation of symptoms, steps to reproduce, and impact analysis.
  • Prioritize and categorize issues based on severity and urgency.
  • Participate in regular meetings to discuss ongoing issues, share feedback from clients, and contribute to continuous improvement initiatives.
  • Act as a liaison between clients and internal teams to ensure transparency and alignment.
  • Work closely with product managers, developers, and QA engineers to ensure swift resolution of reported issues.
  • Maintain up-to-date knowledge of the product's features, functionalities, and updates.
  • Contribute to the creation and maintenance of FAQs, user guides, and training materials.
  • Share insights and best practices with the support team to improve overall efficiency.
  • Monitor and analyze support metrics (e.g., response time, resolution rate, client satisfaction scores).
  • Generate periodic reports highlighting trends, recurring issues, and areas for improvement.
  • Use data-driven insights to recommend enhancements to the product or support processes.

Required Qualifications

  • Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field (or equivalent experience).
  • 1+ years of experience in technical support, customer success, or a similar role within the SaaS/software industry.
  • Strong understanding of software systems, databases, APIs, and integrations.
  • Hands-on experience with ticketing systems like Jira or Zendesk.
  • Excellent verbal and written communication skills, with the ability to explain complex concepts in simple terms.
  • Proven track record of handling multiple tasks simultaneously in a fast-paced environment.
  • Familiarity with the food and beverage industry is a plus but not mandatory.

Preferred Skills:

  • Experience working with cloud-based platforms (AWS, Azure, etc.) and web technologies (HTML, CSS, JavaScript).
  • Certifications in Agile methodologies, or relevant tools (Jira, Confluence) would be advantageous.
  • Ability to remain calm under pressure and maintain professionalism during challenging situations.
  • Preferred candidates with prior experience working in rotating shifts.
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