IT Support Service Delivery Lead

1 week ago


Karachi, Sindh, Pakistan Stellic Full time
Our Culture

We are a team of innovators, problem-solvers, and collaborators dedicated to transforming the higher education landscape through personalized education solutions. Our platform empowers students to take control of their academic journey, providing them with the tools they need to succeed from day one through graduation.

We believe in the power of collaboration, innovation, and solving meaningful problems. Your ideas will have a real-world impact as you work alongside some of the brightest minds in the industry to reimagine what education can be.

As a Technical Support Analyst, you will play a critical role in supporting our customers, ensuring that they receive top-notch technical support and assistance whenever they need it. You will be responsible for handling incoming support tickets, collaborating closely with our Engineering team to resolve bugs and address urgent customer escalations, and monitoring customer support trends to identify areas for improvement.

Key Responsibilities:

  • Provide high-quality technical support with initial response times under 12 hours and resolution within 3 business days for 90% of tickets
  • Independently resolve 70% common issues without escalation
  • Partner with Technical Writers to maintain a comprehensive knowledge base for faster issue resolution
  • Monitor customer support trends and identify areas for improvement
  • Work closely with Engineering to effectively escalate and resolve bugs and urgent technical issues
  • Foster and maintain a customer-centric culture within the support team and broader organization


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