Product Analyst and Customer Advocate

6 days ago


Karachi, Sindh, Pakistan beBee Careers Full time
The Key Responsibilities
  • Ticket Analysis and Resolution
  1. Thoroughly analyze each ticket to understand the issue at hand.
  2. Update clients and stakeholders on every stage of resolution, ensuring they are informed and satisfied with the progress.
  3. Provide a satisfactory solution to the client's problem.
Knowledge Sharing and Development
  1. Contribute to the Knowledgebase through FAQs and How-Tos, enhancing the repository of knowledge for future reference.
  2. Develop or enhance tools that reduce analysis time and boost customer experience.
Client Support and Guidance
  1. Act as a technical reference point during software implementation/upgrades, providing guidance and support to client IT teams.
  2. Be available to perform onsite analysis of tickets at client locations, typically during milestone periods such as Go Live, branches, and upgrades.
Requirements
  • A computer science-related degree is highly desirable.
  • 1-3 years of experience in Product Support with coding expertise (Java, C++, & SQL/Oracle).
  • Experience in client-facing roles and acting as a technical reference point during software implementation/upgrades.
  • Previous experience working in a 24/7 Support team.
  • Familiarity with Temenos/T24 core banking product experience.
  • Knowledge of T24 Release Management, Patch Deployment, and configuration changes.
  • A strong understanding of banking processes and financial services, along with local regulation and compliance knowledge.
Benefits
  • Maternity leave: 3 days per week in the first month and 4 days per week in the second month.
  • Civil Partnership: 1 week of paid leave for marriages and civil partnerships.
  • Family care: 4 weeks of paid family care leave.
  • Recharge days: 4 days per year to recharge physically or mentally.
  • Study leave: 2 weeks of paid leave each year for study or personal development.

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