Application Support Engineer

1 week ago

Karachi, Sindh, Pakistan Arpatech (Pvt) Ltd Full time 900,000 - 1,200,000 per year

Responsibilites:

  • Provide first-line support and manage the intake process for issues reported by internal employees related to Pega, sales, and customer-facing applications.
  • Manage and monitor incident tickets, ensuring service level agreements (SLAs) are consistently met.
  • Collaborate effectively with internal end-users to understand and clarify reported technical issues, always demonstrating a positive and solutions-oriented attitude.
  • Internal user support is the primary focus, with flexibility to assist external customers alongside Connection team members on phone calls when necessary.
  • Create and maintain clear, concise documentation to enable fast resolution of reported issues and support knowledge sharing within the internal team.
  • Inform and guide internal users on proper application usage and best practices when issues are due to user error (training and guidance is for employees only, not clients).
  • Work closely with Product Managers/Owners to ensure high-value changes are implemented on applications, aiming to reduce friction points for internal users.

Requirements

  • Strong interpersonal and communication skills to interact successfully with diverse internal teams with varying levels of system literacy.
  • Highly organized with strong follow-through, ensuring all issues are resolved in a timely manner.
  • Demonstrated ability to research and resolve technical issues independently with minimal supervision.
  • Proficient documentation skills with the ability to create easy-to-understand instructions, using flow charts, screen captures, and written guides.
  • Solid understanding of sales and customer-facing applications, with the ability to provide internal support as needed.

Location: Sindhi Muslim, Karachi

Shift: 9:00 AM – 6:00 PM EST, Monday to Friday.

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