Customer/Client Support

2 days ago


Karachi, Sindh, Pakistan TRAFiX LLC Full time

Direct message the job poster from TRAFiX LLC

In the L1 Global Support role, individuals will be trained initially by our Global Support team and will be responsible for:
  1. Support a wide range of projects using TRAFiX OMS, including installations, configurations, patches, and upgrades.
  2. Quickly identify, analyze, and correct alerts & issues and/or escalate to minimize trade flow impact and preempt outages.
  3. Communicate with internal teams (Development, QA, Client Services, Sales) on various aspects of client implementations.
  4. Daily review and update of CRM system ticket queues.
  5. Respond to queries on different internal and external client group chats.
  6. Working on XML files to handle customer requests related to the GUI.
  7. Testing, identifying, and diagnosing functionality errors (in UAT) within established testing protocols.
  8. Working closely with clients via emails and telephone.
  9. Troubleshooting and resolving technical issues.
  10. Communicate with clients on production support issues, resolving complex or long-standing problems by working closely with traders and trading system support teams.
  11. Conduct project scoping and analyze client requirements.
  12. Review and create technical documentation, such as procedural, instructional, and operational guides, manuals, technical reports, specifications, and testing scripts.
  13. Serve as a support lead, providing technical support or leadership in the implementation and continual improvement of services.
  14. Ensure that OMS implementation adheres to best practices to meet defined business requirements.
Additional Details:

Required Education: BSCS/BSSE

Working Days: 5 days a week

Shift: Rotational (6pm to 3 am or 12am to 9am)

Address: P.E.C.H.S Block 6, Karachi.

Compensation: Market Competitive Salary, EOBI, IPD, Paid Leaves, Annual Increment & Bonus

Seniority level

Entry level

Employment type

Full-time

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