Senior Technical Support Specialist

9 hours ago

Lahore, Punjab, Pakistan beBeeTechnical Full time
Job Opportunity
We are seeking a detail-oriented professional to fill this senior technical support role.

This position is responsible for ensuring the stability, integrity, and optimal performance of Workforce Management (WFM) systems.

You will support users across the business, troubleshoot WFM issues, and collaborate with technical teams to ensure smooth operation of scheduling, forecasting, and adherence functionalities.

This is a critical support role that requires strong communication skills, a proactive mindset, and the ability to troubleshoot and resolve technical issues efficiently.

Duties and Responsibilities
  • Provide day-to-day technical support to WFM users.
  • Work cross-functionally with WFM teams and technical departments to resolve WFM-related issues and implement enhancements.
  • Troubleshoot and resolve software bugs, performance issues, and integration problems related to Scheduling, Forecasting, and Adherence.
  • Maintain accuracy and consistency in data inputs/outputs from the WFM platform.
  • Conduct regular audits on setups, feeds, metrics, mapping, and skilling configurations.
  • Assist end-users with inquiries, tickets, and training related to WFM systems.
  • Maintain updated documentation for system configurations and processes.
  • Track, prioritize, and resolve support tickets while meeting defined SLA targets.
  • Generate and deliver reports including Root Cause Analyses.
  • Collaborate with the vendor as needed to resolve complex system issues.
  • Drive continuous improvement by identifying and implementing innovations to increase system efficiency and data accuracy.
  • Ensure escalated issues are addressed appropriately within Service Level agreements.
Requirements

  • 4 to 6 years of experience specifically supporting WFM systems.
  • Strong understanding of Workforce Management concepts and systems.
  • Bachelor's Degree in Information Technology, Computer Science, or a related field.
  • Prior experience in a WFM team is preferred.
  • Any relevant Certification is an asset.
  • Advanced troubleshooting and technical support skills.
  • Excellent written and verbal communication skills, including the ability to explain technical concepts to non-technical stakeholders.
  • High attention to detail, with strong planning and organizational skills.
  • Ability to independently manage tasks and take ownership from initiation to completion.
  • Skilled in creating documentation and process guides.
  • Strong analytical mindset and technical aptitude for software systems
Preferred Attributes
  • Self-starter with a proactive and collaborative approach.
  • Comfortable in a dynamic, fast-paced support environment.
  • Ability to multitask and prioritize effectively
Work Environment
Shifts:
US Eastern Standard Hours

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