Technical Support Associate

3 days ago

Lahore, Punjab, Pakistan beBeeProblem Full time 250,000 - 500,000
Job Summary

We are seeking a skilled Product Support Specialist to join our team. In this role, you will serve as a crucial intermediary between customer-facing teams and the development group.

Your primary responsibility will be to filter and resolve product-level queries, ensuring only well-documented and reproducible issues reach our developers.

About You

To succeed in this position, you should have a solid background in logistics applications, a passion for troubleshooting, and delivering high-quality technical support.

You will work closely with cross-functional teams, including Customer Support, Product Management, and Engineering, to ensure prompt resolution of product issues.

Key Responsibilities

  • Act as the escalation point for Level 1 support, handling complex and unresolved product-related queries.

  • Thoroughly investigate reported issues by replicating customer-reported problems in test environments.

  • Filter, analyze, and document product issues, ensuring accurate, detailed information is provided before forwarding to the development team.

  • Maintain up-to-date knowledge of the logistics application suite and related integrations.

  • Develop and maintain internal knowledgebase documentation regarding common and complex technical issues.

  • Identify recurring issues and propose solutions or process improvements to minimize future escalations.

  • Deliver training and guidance to Level 1 support staff as needed.

Benefits

  • Market-leading salary

  • Medical coverage – self and dependents

  • Parents medical coverage

  • Provident fund

  • Employee performance-based bonuses

  • Home internet subsidy

  • Conveyance allowance

  • Profit sharing plan [tenured employees only]

  • Life benefit

  • Child care facility

  • Company-provided lunch/dinner

  • Professional development budget

  • Recreational area for in-house games

  • Sporadic on-shore training opportunities

  • Friendly work environment

  • Leave encashment

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