SLA Support Analyst

2 weeks ago

Lahore, Punjab, Pakistan MTP (Mayfair Technology Partners) Full time $60,000 - $80,000 per year

We are seeking a detail-oriented and proactive Technical Support Specialist to oversee and manage all aspects of SLA contracts across our client base. This role ensures that service delivery aligns with contractual obligations, monitors performance metrics, and acts as a liaison between technical teams and clients to maintain high levels of customer satisfaction.

⸻

Key Responsibilities:

SLA Management:Monitor and manage SLA compliance across all technical support contracts.

Track performance metrics and generate regular reports on SLA adherence.

Identify and escalate SLA breaches, and coordinate resolution efforts.

Technical Support:Provide Tier 1 and Tier 2 technical support to clients via phone, email, and ticketing systems.

Troubleshoot hardware, software, and network issues.

Collaborate with internal teams to resolve complex technical problems.

Client Communication:Serve as the primary point of contact for SLA-related inquiries.

Communicate service updates, outages, and resolutions clearly and professionally.

Conduct periodic reviews with clients to ensure satisfaction and contract alignment.

Documentation & Reporting:Maintain accurate records of SLA contracts, support tickets, and performance reports.

Prepare monthly/quarterly SLA compliance reports for internal and client review.

Process Improvement:

Recommend improvements to support processes to enhance SLA compliance.

Assist in developing and refining SLA templates and support documentation.

⸻

Qualifications:

Bachelor's degree in Computer Science, Information Technology, or related field.

3+ years of experience in technical support or IT service management.

Strong understanding of SLA frameworks and ITIL principles.

Excellent communication and customer service skills.

Proficiency in ticketing systems & Service Management Systems (e.g., Zendesk, ServiceNow, Zohodesk) and reporting tools.

Ability to work independently and manage multiple priorities.

⸻

Preferred Skills:

ITIL certification or equivalent.

Experience with contract management systems.

Familiarity with cloud services and enterprise IT environments.

Job Type: Full-time

Work Location: In person

  • SLA Support Specialist(Technical)

    2 weeks ago

    Lahore, Punjab, Pakistan MTP (Mayfair Technology Partners) Full time $40,000 - $80,000 per year

    We are seeking a detail-oriented and proactive Technical Support Specialist to oversee and manage all aspects of SLA contracts across our client base. This role ensures that service delivery aligns with contractual obligations, monitors performance metrics, and acts as a liaison between technical teams and clients to maintain high levels of customer...

  • SLA Compliance Expert

    2 weeks ago

    Lahore, Punjab, Pakistan beBeeTechnical Full time 1,800,000 - 2,400,000

    Job SummaryWe are seeking a highly skilled and proactive Technical Support Specialist to oversee SLA contracts across our client base.This role ensures service delivery aligns with contractual obligations and maintains high customer satisfaction levels.Key Responsibilities:Monitor and manage SLA compliance, track performance metrics, and report on...

  • Application Support Analyst

    1 week ago

    Lahore, Punjab, Pakistan Gtradecenter Full time

    Application Support AnalystContour Software (PVT) Ltd Lahore, Punjab, PakistanStart Date: 12/23/2020We are looking to hire Application Support Analysts (L2), with exceptional communication skills - both verbal and written. The individual will be responsible for providing technical telephone applications support to our customers. This will involve answering...

  • Customer Support Analyst

    3 weeks ago

    Lahore, Punjab, Pakistan Contour Software Full time

    OverviewJoin to apply for the Customer Support Analyst role at Contour Software.Contour Software has grown from a dozen people to over 2,000 staff across 3 cities, in less than 14 years. As a subsidiary of Constellation Software Inc., we are part of a global enterprise software conglomerate that serves customers in 100+ countries. With a broad portfolio of...

  • Finance Analyst

    2 weeks ago

    Lahore, Punjab, Pakistan Coca Cola İçecek Full time $40,000 - $60,000 per year

    Job Identification Finance Analyst Mission Statement Support and create value in day to day tasks along with assist Finance Executive in completing deliverables on time. Follow up in cases when data is to be received from other finance departments or from cross functionals teams in order to achieve a seamless process flow of deliverable, accounting and...

  • Technical Support Specialist

    2 weeks ago

    Lahore, Punjab, Pakistan MTP (Mayfair Technology Partners) Full time 900,000 - 1,200,000 per year

    Job Summary:We are seeking a detail-oriented and proactive Technical Support Specialist to oversee and manage all aspects of SLA contracts across our client base. This role ensures that service delivery aligns with contractual obligations, monitors performance metrics, and acts as a liaison between technical teams and clients to maintain high levels of...

  • Technical Support Specialist

    2 days ago

    Lahore, Punjab, Pakistan Mayfair Technology Partners (MTP) Full time 900,000 - 1,200,000 per year

    We are seeking a detail-oriented and proactive Technical Support Specialist to oversee and manage all aspects of SLA contracts across our client base. This role ensures that service delivery aligns with contractual obligations, monitors performance metrics, and acts as a liaison between technical teams and clients to maintain high levels of customer...

  • Technical Support Specialist

    2 weeks ago

    Lahore, Punjab, Pakistan MTP (Mayfair Technology Partners) Full time 104,000 - 130,878 per year

    We are seeking a detail-oriented and proactive Technical Support Specialist to oversee and manage all aspects of SLA contracts across our client base. This role ensures that service delivery aligns with contractual obligations, monitors performance metrics, and acts as a liaison between technical teams and clients to maintain high levels of customer...

  • Senior Customer Support Analyst

    3 weeks ago

    Lahore, Punjab, Pakistan Contour Software Full time

    Join to apply for the Senior Customer Support Analyst role at Contour SoftwareJoin to apply for the Senior Customer Support Analyst role at Contour SoftwareAbout ContourContour Software has grown from a dozen people to over 2,000 staff across 3 cities, in less than 14 years.About ContourContour Software has grown from a dozen people to over 2,000 staff...

  • Senior Customer Support Analyst

    1 week ago

    Lahore, Punjab, Pakistan Contour Software Full time

    Join to apply for the Senior Customer Support Analyst role at Contour SoftwareJoin to apply for the Senior Customer Support Analyst role at Contour SoftwareAbout ContourContour Software has grown from a dozen people to over 2,000 staff across 3 cities, in less than 14 years.About ContourContour Software has grown from a dozen people to over 2,000 staff...