Expert Technical Support Specialist

13 hours ago

Karachi, Sindh, Pakistan beBeeExpert Full time
Job Title: Expert Technical Support Specialist

Are you passionate about delivering exceptional customer service and technical expertise? We are seeking an experienced Software Engineer/Senior Software Engineer to join our team as a Technical Support Specialist. In this role, you will be responsible for providing top-notch support to clients using our products, including analysis of tickets logged, updating clients and stakeholders through appropriate channels in every stage of resolution & providing an agreeable solution.

Key Responsibilities:

  • Provide expert-level technical support to clients on our products, including analysis of tickets logged and resolution of issues.
  • Act as the technical reference point during software implementation/upgrades, providing guidance and support to client IT teams.
  • Contribute to Knowledge base through FAQ's and How To's, enhancing our knowledge repository with valuable insights and best practices.
  • Develop/enhance Tools that will help in reducing the analysis time and boost customer experience.
  • Be available to perform onsite analysis of tickets at client places, typically required during milestone periods like Go Live of implementation, branches, and Upgrade.

Requirements:

  • Computer science related degree or equivalent experience.
  • 2-5 years of Product Support experience with coding experience (Java, C++ & SQL/Oracle).
  • Experience in Client facing roles and acting as technical reference point during software implementation/upgrades.
  • Experience working in 24/7 Support team.
  • Temenos/T24 core banking product experience.
  • Knowledge of T24 AA, Retail, Finance and Financial Inclusion Modules, FCM and Infinity knowledge will be a plus.
  • Strong understanding of banking processes and financial services. Along with Pakistan's local regulation and compliance knowledge.
  • Certification in Temenos T24 or related technologies would be advantageous.

Values:

  • Commitment to handling incidents within defined SLA's.
  • Collaboration with all relevant stakeholders.
  • Challenge yourself to constantly improve service and product knowledge.

Benefits:

  • Maternity leave: Transition back with 3 days per week in the first month and 4 days per week in the second month.
  • Civil Partnership: 1 week of paid leave if you're getting married.
  • Family care: 4 weeks of paid family care leave.
  • Recharge days: 4 days per year to use when you need to physically or mentally recharge.
  • Study leave: 2 weeks of paid leave each year for study or personal development.

Opportunities:

  • Expand your technical expertise by training programs including on the job training, classroom training and training material available on the knowledge collateral(s).
  • Facilitate solutions to tickets logged by analyzing the ticket logged, updating clients and stakeholders through appropriate channels in every stage of resolution & providing an agreeable solution.

Skills:

  • Excellent communication skills, both written and verbal.
  • Ability to work independently and as part of a team.
  • Problem-solving and analytical skills.
  • Technical writing skills to contribute to Knowledge base.
  • Programming skills in Java, C++, and SQL/Oracle.
  • Strong understanding of banking processes and financial services.

How to Apply:

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Delivering exceptional customer service and technical expertise is key to success in this role. If you have the passion and drive to make a positive impact, we want to hear from you. Apply now

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