Product Support

3 weeks ago

Karachi, Sindh, Pakistan Softech Worldwide Full time

Join to apply for the Product Support (Tier 1) - Night Shift role at Softech Worldwide.

We are looking to add multiple Product Support Analyst (Tier 1) to support our Enterprise & Government Customers using VIDIZMO products and services on SaaS, Customer's Azure & AWS Cloud, or On-Premise Models.

We provide Video Content Management systems to Fortune 5000 companies and Governments worldwide. Recognized in Gartner's Magic Quadrant and IDC MarketScape for Digital Evidence Management, we are among the top 7 companies globally. Our systems enable live and on-demand video streaming, multimedia content sharing, and video/audio analysis using Machine Learning.

Job Description
  • Resolve technical deployment and implementation issues by communicating directly with customers via phone, ticketing system, and remote web meetings.
  • Maintain high customer satisfaction through prompt responses and excellent communication.
  • Ensure SLA compliance for customer-reported tickets by responding promptly and effectively.
  • Assist software testing and product teams as needed.
  • Develop and maintain expertise in VIDIZMO's product suite.
  • Educate customers on VIDIZMO functions and features.
  • Escalate bugs and issues to Tier 2, Tier 3, and Product Engineering teams.
  • Stay informed about upcoming releases, including new features and bug fixes.
Required Skills
  • Strong communication skills, both written and verbal.
  • Understanding of Networking, OS, Databases, Browsers, HTML, Cloud/Web Applications.
  • Hands-on experience installing OS, troubleshooting Internet/LAN/WAN, connectivity, browsers, etc.
  • Ability to use illustration tools for network and system diagrams.
  • 2+ years experience in System & Network Administration, Deployment & Implementation of high-availability web applications in complex IT environments.
Preferred Skills
  • Knowledge of Video, Digital Media, Content Management Systems, Encoding, Streaming, CDNs is preferred.
Qualifications
  • 2-3 years of professional experience.
  • BSc or higher in Computer Science.
Benefits include health insurance, maternity cover, paid vacation, car support, referral bonuses, bi-annual increments, provident fund, career growth, and location-based benefits. Multiple locations: USA, Pakistan, India, UAE, Australia, Canada.Additional Details
  • Seniority level: Entry level
  • Employment type: Full-time
  • Job function: Other
  • Industry: IT Services and IT Consulting
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