Technical Support Executive

5 days ago

Islamabad, Islamabad, Pakistan Codebase Technologies Full time 1,200,000 - 3,600,000 per year

Purpose of the Role: Support Executive will play a crucial role in providing exceptional support to our clients and users, helping them navigate our mobile API applications. You will be the first point of contact for customer inquiries and will ensure that issues are resolved efficiently and effectively. Duties and Responsibilities: − Application Support: Provide expert application support to users by addressing and resolving inquiries and issues related to our mobile API applications, ensuring a smooth user experience. − Technical Troubleshooting: Utilize strong technical troubleshooting skills to diagnose and resolve application-related issues promptly, with a focus on minimizing downtime. − SQL Proficiency: Leverage SQL knowledge to perform data queries and contribute to troubleshooting efforts, ensuring accurate data handling and reporting. − .NET Skills: Utilize knowledge of .NET technologies to assist in troubleshooting and resolving application issues, as well as to support the development and maintenance of internal tools and scripts. − Communication & Interpersonal Skills: Exhibit excellent communication and interpersonal skills to foster positive relationships with clients and staff, ensuring clear and effective interactions. − Banking Operations Knowledge: Apply knowledge of banking operations and regulatory requirements to ensure compliance and best practices in all support activities. − Independent & Team Collaboration: Demonstrate the ability to work independently while also collaborating effectively with team members to achieve common goals. − Organizational Skills: Manage multiple tasks efficiently with strong organizational and timemanagement skills, ensuring priorities are met in a fast-paced environment. − Flexible Work Schedule: Willingness to work flexible hours and be on-call as needed to address urgent issues or incidents. − SLA Compliance: Ensure all incidents are resolved within agreed Service Level Agreement (SLA) timelines, maintaining high standards of service delivery. − Root Cause Analysis: Conduct root cause analysis for recurring issues, implementing preventive measures to mitigate future occurrences. − User Support & Training: Provide technical support to staff regarding system functionality and assist users in navigating the applications effectively. − Complaint Resolution: Handle and resolve user complaints and issues related to applications with professionalism and empathy, ensuring customer satisfaction. − Incident Documentation: Maintain comprehensive incident documentation to track issues, resolutions, and improvement opportunities, contributing to a knowledge base for future reference. Attributes: − Bachelor's degree in a relevant field (e.g., IT, Business Administration, or equivalent experience). − Proven experience in a customer support role, preferably in the fintech or technology sector. − Strong understanding of mobile applications and APIs; technical acumen is a plus. − Knowledge of .NET technologies and frameworks, with the ability to assist in development and troubleshooting. − Proficiency in supporting ticketing systems and customer relationship management (CRM) tools. − Strong organizational skills and attention to detail, with the ability to manage multiple tasks effectivel

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