Customer Service Engineer

2 days ago


Karachi, Sindh, Pakistan Mushawarsolutions Full time

Mushawarsolutions is seeking a highly motivated and organized individual to join our Product Support Team as a frontline solution engineer. The ideal candidate must have excellent analytical and technical skills, as well as the ability to communicate effectively.

Key Responsibilities
  1. First point of contact for all internal/external customers
  2. Provide Level 1 support and troubleshoot customer queries
  3. Support clients through all communication mediums
  4. Provide solutions on the raised queries or escalate to Level 2 support
  5. Create tickets in the portal with complete requirements & assign tasks to relevant teams in a timely manner
  6. Efficient ticket management cycle by prioritizing items & keeping close follow-ups
  7. Comprehend complicated issues and record/communicate to all internal and external stakeholders in a clear and concise manner
  8. Manage internal/external client expectations in terms of issue resolution and keep them up to date
  9. Work closely with Partners, Relationship Management, IT, Development, and other Operations teams to ensure efficient outcomes
  10. Review, manage, and update the knowledge base

The successful candidate will have excellent problem-solving skills, be competent in computer systems and technologies, and proficient in MS Office, Jira, JSM, Confluence & Postman.



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