Application Support Analyst - Level 2
Lahore, Pakistan
14d ago
  • Handle technical support inquiries from customers via email or the company’s web-based support website (ticket-based) from initial contact through resolution
  • Take over tickets / issues that tier 1 agents are unable to resolve
  • Escalate issues to product development (tier 3) when necessary and serve as a conduit between the customer and product development team
  • Provide assistance with integration support based on knowledge and need
  • Participate in customer meetings, training sessions, and other forums as a technical product expert
  • Manage and expand an online knowledge-base that is accessible both internally and externally
  • Update support documentation and guides as needed
  • When needed, assist in the software quality assurance process by performing product testing
  • Provide job training to new hires
  • Provide product training to internal team
  • Assist with support portal maintenance, reports, and administration tasks or issues.
  • Assist with evaluating new or updated support portal, testing the system for different scenarios
  • Assist with license key generation as needed (as a backup to group that provides license keys)
  • Develop and provide product and support training to partners
  • Qualifications

  • Bachelor degree in Computer Science or equivalent
  • Excellent communication skills
  • Minimum 3 years’ experience in QA, Development or Technical Support field
  • Able to troubleshoot both hardware and software problems
  • General knowledge of cloud / servers
  • Familiarity with Microsoft Office
  • Solid working knowledge of the Windows 10 Operating System
  • Good written communication skills
  • Problem solving and troubleshooting aptitude
  • Asset

  • Full familiarity with web application usage (Prior knowledge of any online support ticketing system)
  • Previous IT Call Center Experience
  • Apply
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