Enterprise Support Specialist

3 days ago


Islamabad, Islamabad, Pakistan Convo Full time
Convo

At Convo, we are seeking an experienced professional to join our team as a mid-senior level Application Maintenance and Support consultant. The ideal candidate will possess excellent communication skills and be able to serve as a point of contact for assigned clients, responding to client inquiries through a ticketing system.

Key Responsibilities
  • Provide functional support in the design, configuration, and troubleshooting of our platform.
  • Collaborate with other teams to handle increased support demand or participate in task forces to manage urgent client requirements.
  • Develop and coordinate proactive maintenance initiatives based on industry best practices and statistical data trends.
  • Assist in defining, evaluating, and delivering software fixes, including identification of business-acceptable workarounds.
  • Evaluate proposed solutions to facilitate discussions between technical groups.
  • Collaborate with the Core Product Team to share client feedback and identify application evolutions to address emerging client business needs.
  • Oversee Quality Assurance approach through planning, execution, and coordination of system, performance, and integration testing.
  • Define, support, and coordinate the release management strategy in agreement with related client policies.
  • Analyse and interpret statistical data and trends relating to service level and operational efficiency.
  • Ensure contractual service levels and provisions are handled efficiently.
Requirements
  • 5+ years of experience in supporting clients on enterprise software.
  • Bachelor's/master's degree in computer science, Engineering Management, MIS, Accounting, or Business.
  • Relevant CRM, ERP, or related system experience.
  • Comfortable working with both waterfall and agile methodologies.
  • Background in FMCG commercial processes such as Trade Promotion Management/Retail Execution/Sales Force Automation is an advantage.
  • Knowledge of data and system integration architectures as well as relational databases and ETL.
  • Ability to perform simple and medium complexity data inquiries onto Microsoft SQL Server database is a significant advantage.
  • Demonstrable experience in software lifecycle and design best practices.
  • Good understanding of Support Service Delivery and Service Level Agreement (SLA) concepts.
  • Client-centric approach, creative thinking, and presentation skills.
  • Excellent listening and interpersonal skills in English.
What We Offer

A great compensation package, medical benefits for you and your family, free lunch, bi-annual performance-tied increments, performance recognition awards, and a great lean and agile work culture.

We endorse a culture of diversity in all aspects and aim to build a diverse team of amazing individuals.



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