Technical Support Specialist Lead

2 days ago


Karachi, Sindh, Pakistan EWS Group Full time
About the Job

We are seeking a skilled Technical Support Specialist Lead to join our team at the EWS Group.

In this role, you will provide expert-level assistance to customers, leveraging your product knowledge to troubleshoot and resolve complex technical issues.

Closing collaboration with cross-functional teams is essential to ensuring high customer satisfaction through timely and effective problem resolution.

Key Responsibilities:

  • Manage Help Desk Tickets:
    Efficiently manage and resolve help desk tickets, adhering to SLAs and providing timely communication with users on ticket progress and resolutions.
  • Product Troubleshooting:
    Utilize product knowledge to troubleshoot, analyze, and resolve issues related to application functionality, performance, and availability.
  • Customer Communication:
    Ensure timely communication with users regarding ticket progress and resolutions.
  • Knowledge Base Development:
    Develop self-help guides and FAQs for customers and team members to assist with common issues and reduce future support requests.

Skills and Qualifications:

  1. Required:
    Strong knowledge of website & CRM applications.
  2. Desired:
    Bachelor's degree in Computer Science or related field.


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