Product Support Specialist

2 weeks ago

Lahore, Punjab, Pakistan Soloinsight (CloudGate Platform) Full time

Who we are?

Soloinsight Inc

USA was founded on the driving principles of automation and security, to improve operational efficiencies. Since its incorporation in 2013, it has grown into a leading platform adopted by a wide variety of companies from mid-size, growth-oriented firms to Fortune 100.

What we do

We are Software company, our SaaS product CloudGate is a modular Physical Identity and Access Management platform designed to manage physical and logical identities and credentials. CloudGate unites global identities from disparate Physical and logical access control systems.

About the Position

Client Interaction and Support:

  • Respond promptly and professionally to client queries, providing accurate and helpful information.
  • Effectively manage and make necessary changes in client workflows to enhance their overall experience.
  • Take ownership of technical issues reported by customers, ensuring timely resolution and customer satisfaction.
  • Perform remote installations and client health-checks to maintain optimal system performance.

Client Training and Collaboration:

  • Conduct client-level training sessions, ensuring clients are proficient in utilizing our products and services.
  • Collaborate closely with development teams to translate client requirements into actionable solutions, fostering seamless communication and understanding between clients and our technical teams.

Customer Advocacy and Improvement:

  • Act as a customer ambassador, identifying areas of improvement and proposing innovative solutions to enhance our services.
  • Prepare comprehensive written reports, including meeting agendas, minutes, and issue summaries, for review by the Head of Customer Success and other team members.
  • Escalation and Team Collaboration:
  • Engage the escalation team when faced with unresolved support requests, providing detailed information to facilitate swift resolution.
  • Foster a collaborative environment by sharing feedback and insights with internal teams, contributing to ongoing improvements in our products and services.

What are we looking for?

Qualifications and Skills:

  • Excellent Communication Skills
  • Technical Proficiency
  • Client Advocacy
  • Documentation and Reporting
  • 1-3 years of relevant experience

About Schedule 

Working Hours and Schedule:

  • 40 plus hours per week - Must be willing to work overlapping hours as needed

What do we offer?

Exciting Benefits:

  • Market-leading Salary and Allowances
  • Medical Insurance Coverage – Self & Dependents
  • Parents Medical Coverage
  • Disability Insurance
  • Life Insurance
  • Outdoor Medical Allowance
  • Provident Fund and EOBI
  • Performance-based bonuses
  • Annual Performance Reviews
  • Home Internet Subsidy
  • Conveyance Allowance
  • Company Subsidized Vehicle Financing Plans
  • Company Provided Dinner
  • Professional Development Budget
  • Recreational area for in-house games
  • In-house Gym
  • Friendly work environment
  • Training opportunities
  • Company Sponsored Recreational Tours
  • Earned Annual Leaves

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