Tech Support Consultant

We are looking for a Technical Support Consultant who will be responsible for onboarding our customers by providing data solutions, migrating, and mapping the data while also manipulating data for our existing customers. You will also work closely with developers to write SQL queries to extract data from the Azure DB. As a Technical Support Consultant, you must be knowledgeable, customer-oriented and conduct zoom meetings with our clients to accumulate their data import/manipulation prerequisites. We expect you to amaze us with your presentation and documentation skills. We're further looking for superior technical expertise and a problem-solving aptitude.

• Working closely with our customers during the onboarding process to ensure the data migration is smooth and best solutions are provided based on their system usage.
• Gather, validate, and rectify customer data into Excel formatted templates and import data for the customer using import utilities.
• MS Excel expertise to perform certain tasks that are tedious and repetitive.
• Manipulate data in Excel based on the requirement and sort raw data into our format of import templates.
• Validating data prior/post upload and maintaining a record on Jira platform.
• Experience of writing and testing custom reports using SQL to extract data from the Azure DB. Basic SQL scripting knowledge required.
• Be part of the Agile Development Cycle with strong communication and documentation skills.
• Be able to manage deadlines and ensure SLAs are met.
• Communicate with the customer through different channels to analyze and evaluate their custom technical requirements.
• Manage customer escalations in accordance with agreed SLAs and support agreements.
• Respond to end-user problems whilst thinking outside the box to provide bespoke solutions to individual customer needs.
• Ability to present complex technical information to non-technical audiences.
• Coordinate issue resolution efforts with other departments to ensure timely and efficient resolutions are met and customer satisfaction is upheld.
• Handle internal team reporting on Excel, Power BI, etc.
• Prior experience of reporting and data visualization using Excel or similar tools.
• Minimum of 2 years (recent) of proven related experience within an organization that provides software solutions (preferably within the service management industry).
• Must have excellent English communication skills and experience with documenting root cause analysis.
• Ability to produce accurate Customer Specifications Documents for Development.
• Ability to multitask in a fast-paced environment.
• Aptitude to learn new methods and follow current procedures.
• Prior experience in using ticket tracking/logging tools.
• Prior experience of client communication via emails or video calls i.e., Zoom, Teams, etc.
• Excellent communication (verbal and written) skills.
• Excellent interpersonal skills.
• Eagerness to learn and develop skills to improve work performance.
• A team player, with the ability to communicate and work effectively with other departments.
• Familiarity with Python for automation, scripting, or data analysis.
• Power BI experience.
• Hands-on experience of Jira.
• Basic understanding of SQL and experience with some of the modern relational databases.

• Initial screening call with HR.
• First interview with team lead.
• In-house test.
• Final interview with team manager/lead.

• Market competitive salary – commensurate with your experience and abilities.
• Professional working environment with numerous opportunities for growth and self-development.
• Life insurance & medical insurance (including family).
• OPD.
• Provident fund.
• Maximum 45 weekly hours (Monday-Friday).
• Remote working (during pandemic situation).
• Company trip.

Apply now or send your resume to Careers.pk@joblogic.com.