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Application Support Specialist

2 weeks ago

Karachi, Sindh, Pakistan Arpatech (Pvt.) Ltd Full time $90,000 - $120,000 per year

About the Role:

We are seeking a highly motivated Application Support Specialist to provide first-line technical support for internal employees, primarily focusing on Pega, sales, and customer-facing applications. This role ensures smooth day-to-day operations by promptly resolving issues, maintaining SLAs, and providing clear user guidance.

Key Responsibilities:

  • Serve as the first point of contact for technical issues reported by internal employees related to Pega, sales, and customer-facing applications.
  • Manage the intake, tracking, and resolution of incident tickets while meeting or exceeding SLA targets.
  • Collaborate with internal users to clarify and resolve reported issues, maintaining a positive and solutions-driven approach.
  • Occasionally assist external customers alongside Connection team members on calls when required.
  • Document issues, solutions, and best practices in a clear, concise, and accessible manner (including flow charts, screenshots, and guides).
  • Provide internal training and guidance to employees on application usage and best practices when issues are caused by user error.
  • Partner with Product Managers/Owners to implement high-value changes and reduce system friction points.
  • Maintain strong communication with diverse internal teams across varying technical skill levels.
  • Work independently to research, troubleshoot, and resolve technical problems.
  • Be available and responsive on Microsoft Teams during all working hours, with phone accessibility as a backup communication method.

Qualifications & Skills:

  • Proven experience of 2-3 years providing application support for sales and customer-facing systems (Pega experience preferred).
  • Strong interpersonal and communication skills.
  • Highly organized with excellent follow-through.
  • Ability to produce clear, user-friendly documentation.
  • Proficient in troubleshooting and problem-solving with minimal supervision.
  • Familiarity with US working schedules and business operations.

Working Hours:

  • Shift: 6:00 PM – 3:00 AM PKT (Onsite)
  • Days: Monday – Friday (observing US working days & holidays)
  • Must be online and integrated into the Connection environment for the full duration of the shift.

Job Type: Full-time

Experience:

  • Application Support analyst: 2 years (Preferred)

Work Location: In person