SLA Compliance Expert

2 weeks ago

Lahore, Punjab, Pakistan beBeeTechnical Full time 1,800,000 - 2,400,000
Job Summary

We are seeking a highly skilled and proactive Technical Support Specialist to oversee SLA contracts across our client base.

This role ensures service delivery aligns with contractual obligations and maintains high customer satisfaction levels.

Key Responsibilities:
  • Monitor and manage SLA compliance, track performance metrics, and report on adherence.
  • Provide Tier 1 and Tier 2 technical support via phone, email, and ticketing systems.
  • Troubleshoot hardware, software, and network issues, collaborate with internal teams to resolve complex problems.
  • Serve as primary point of contact for SLA-related inquiries, communicate service updates clearly and professionally.
  • Maintain accurate records of SLA contracts, support tickets, and performance reports.
Requirements:
  • Bachelor's degree in Computer Science, Information Technology, or related field.
  • 3+ years of experience in technical support or IT service management.
  • Strong understanding of SLA frameworks and ITIL principles.
Preferred Skills:
  • ITIL certification or equivalent.
  • Familiarity with cloud services and enterprise IT environments.

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