Senior Technical Analyst

1 day ago

Karachi, Sindh, Pakistan beBeeSupport Full time 10,000,000 - 12,000,000
Product Support Specialist

As a Product Support Specialist, you will play a crucial role in providing exceptional support to our clients. Your primary responsibility will be to facilitate solutions to tickets logged by clients, which includes analyzing the ticket, updating clients and stakeholders through appropriate channels, and providing an agreeable solution.

The ideal candidate should have 1-3 years of experience in product support with coding experience (Java, C++, SQL/Oracle) and a strong understanding of banking processes and financial services. Additionally, the candidate should have knowledge of T24 core banking product and experience working in a 24/7 support team.

We are looking for a qualified professional who can handle client incidents within defined SLA's and collaborate with all relevant stakeholders. The candidate should also be able to understand the details in a ticket logged, validate the completeness of information provided, and collect further information from clients as needed.

Some of the key responsibilities of this role include:

  • Understanding the working of specific products and applications through training programs and on-the-job training;
  • Facilitating solutions to tickets logged by clients, including analysis, updating, and providing solutions;
  • Acting as a technical reference point during software implementation/upgrades;
  • Contribution to Knowledgebase through FAQs and How-To's;
  • Development/enhancement of tools to reduce analysis time and boost customer experience;

Our benefits package includes maternity leave, civil partnership leave, family care leave, recharge days, and study leave. We value collaboration, challenge ourselves to improve service and product knowledge, and commit to handling incidents within defined SLA's.

Skill requirements include a computer science-related degree, 1-3 years of product support experience, coding experience (Java, C++, SQL/Oracle), experience in client-facing roles, and technical reference point experience. Additionally, we require knowledge of T24 core banking product, experience working in a 24/7 support team, and Pakistan's local regulation and compliance knowledge.

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