Technical Support Consultant

1 week ago

Lahore, Punjab, Pakistan Joblogic Service Management Software Full time

Location: The Enterprise Building, Multan Rd, Eden Value Homes, Lahore, Punjab 53700, Pakistan

Working Hours: Monday to Friday (1:00 PM – 9:30 PM PAK Time)

Company Overview:

Joblogic is a UK-based product company specializing in SaaS, field service management with a workforce of 450-500 people across three offices: Pakistan, Vietnam & UK – HO. Established in 1998, Joblogic is the #1 Field Service Management (FSM) software in the UK, providing field service businesses with an all-in-one management solution to streamline operations and increase profitability.

Job Description:

We are looking for a Technical Support Consultant who will be responsible for onboarding our customers by providing data solutions, migrating, and mapping data while also manipulating data for our existing customers. You will 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 able to conduct Zoom meetings with our clients to gather their data import/manipulation requirements. We expect you to demonstrate excellent presentation and documentation skills, alongside superior technical expertise and a problem-solving aptitude.

Key Responsibilities:

  • Work closely with customers during the onboarding process to ensure smooth data migration and provide optimal solutions based on their system usage.
  • Gather, validate, and rectify customer data into Excel formatted templates and import data using import utilities.
  • Utilize MS Excel to perform repetitive tasks efficiently.
  • Manipulate data in Excel based on requirements and format raw data into our import templates.
  • Validate data before and after uploads and maintain records on the Jira platform.
  • Write and test custom reports using SQL to extract data from the Azure DB; basic SQL scripting knowledge required.
  • Participate in the Agile Development Cycle with strong communication and documentation skills.
  • Manage deadlines and ensure SLAs are met.
  • Communicate with customers through various channels to analyze and evaluate their custom technical requirements.
  • Manage customer escalations according to agreed SLAs and support agreements.
  • Respond to end-user problems while providing tailored solutions to individual customer needs.
  • Present complex technical information to non-technical audiences.
  • Coordinate issue resolution efforts with other departments to ensure timely resolutions and uphold customer satisfaction.
  • Handle internal team reporting using Excel, Power BI, etc.

Minimum Requirements:

  • Advanced MS Excel skills.
  • Prior experience in reporting and data visualization using Excel or similar tools.
  • Minimum of 2 years of recent related experience within an organization providing software solutions (preferably in the service management industry).
  • Excellent English communication skills and experience 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.
  • Experience using ticket tracking/logging tools.
  • Experience with client communication via emails or video calls (e.g., Zoom, Teams).
  • Excellent verbal and written communication skills.
  • Strong interpersonal skills.
  • Eagerness to learn and develop skills to improve work performance.
  • A team player, able to communicate and work effectively with other departments.

Preferred Qualifications:

  • Familiarity with Python for automation, scripting, or data analysis.
  • Experience with Power BI.
  • Knowledge of Azure DevOps.
  • Hands-on experience with Jira.
  • Basic understanding of SQL and experience with modern relational databases.

Interview Process:

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

Benefits:

  • Market competitive salary – commensurate with your experience and abilities.
  • Professional working environment with numerous opportunities for growth and self-development.
  • Life and medical insurance (including family).
  • Outpatient department (OPD) coverage.
  • Provident fund.
  • Gym facility.
  • Maximum 45 weekly hours (Monday-Friday).
  • Remote working during pandemic situations.
  • Company trips.
  • 29 annual leaves (including bank holidays).
  • 8 sick and uncapped compassionate leaves (as per company policy).

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

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