Integration Support Executive

Soloinsight Inc USA was founded on the driving principles of automation and security, to improve operational efficiencies. Since its incorporation in 2013, it has grown into a leading platform adopted by a wide variety of companies from mid-size, growth-oriented firms to Fortune 100.

Overview

We are a software company. Our SaaS product CloudGate is a modular Physical Identity and Access Management platform designed to manage physical and logical identities and credentials. CloudGate unites global identities from disparate Physical and logical access control systems.

About the Position

We are seeking an Integration Support Executive to join our Customer Success Team in our Lahore Office.

The Integration Support Executive plays a crucial role in ensuring seamless integration and technical support for our company's clients. This position is responsible for assisting clients with the successful implementation and ongoing support of our integration solutions. The Integration Support Executive serves as a key point of contact, providing expert guidance and troubleshooting assistance to address client queries and technical issues. The role requires a strong understanding of integration processes, excellent communication skills, and a customer-focused mindset.

Responsibilities
Client Integration Assistance

• Collaborate with clients to understand their integration requirements and provide guidance on best practices for successful implementation.
• Assist clients with configuring and setting up integration solutions, ensuring smooth data flow between systems.
• Conduct comprehensive testing and troubleshooting to identify and resolve integration issues promptly.
• Offer training and support to clients on the proper use of integration tools and platforms.

Technical Support

• Serve as the primary point of contact for client inquiries related to integration processes, functionality, and problem resolution.
• Diagnose and troubleshoot integration issues by analyzing logs, error messages, and system behavior.
• Work closely with internal technical teams to resolve complex technical problems and provide timely resolutions to clients.
• Document and track support cases, ensuring accurate and detailed records of client interactions and issue resolutions.

Client Relationship Management

• Establish strong relationships with clients, gaining an understanding of their business needs and objectives.
• Proactively communicate with clients to provide updates, gather feedback, and ensure their satisfaction with integration services.
• Identify opportunities to enhance the integration process, streamline workflows, and improve overall client experience.
• Collaborate with the sales and account management teams to identify upselling or cross-selling opportunities.
• Stay up to date with industry trends, emerging technologies, and integration best practices.
• Provide insights and recommendations to improve existing integration solutions, processes, and documentation.
• Contribute to the development of knowledge base articles, FAQs, and training materials to support self-service initiatives.

Qualifications and Skills

• Bachelor's degree in computer science, Information Technology, or a related field.
• Outstanding communication skills, both written and verbal, with the ability to explain technical concepts to non-technical audiences.
• Proven experience in integration support, technical support, or a similar role.
• Strong knowledge of integration concepts, protocols, and technologies (e.g., API, Web Services).
• Proficiency in troubleshooting integration-related issues and familiarity with tools like API monitors and log analyzers.
• Strong customer service orientation and a passion for delivering exceptional support experiences.
• Ability to manage multiple priorities and work effectively in a fast-paced, dynamic environment.

Working Hours and Schedule

• 40 plus hours per week - Must be willing to work overlapping hours as needed
• Monday to Friday

What We Offer

• Market-leading Salary and Allowances
• Medical Insurance Coverage – Self & Dependents
• Parents Medical Coverage
• Disability Insurance
• Life Insurance
• Provident Fund and EOBI
• Performance-based bonuses
• Annual Performance Reviews
• Home Internet Subsidy
• Conveyance Allowance
• Company Subsidized Vehicle Financing Plans
• Company Provided Dinner
• Professional Development Budget
• Recreational area for in-house games
• In-house Gym & Cafe
• Friendly work environment
• Training opportunities
• Company Sponsored Recreational Tours
• Earned Annual Leaves

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Administrative

Industries

• Software Development

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