Technical Support Engineer
Netsolace It, Pakistan

• Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet;
• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services;
• Make all the possible efforts for ensuring first Call resolution (FCR).
• Collect customer’s information and determine the issue by evaluating and analyzing the symptoms;
• Diagnose and resolve technical hardware and software related issues.
• Identify and escalate priority issues per Client specifications;
• Accurately process and collect all of the details of issues reported by a customer.
• Offer alternative solutions where appropriate with the objective of supporting customers’ and clients’ business.
• Follow up and make scheduled call backs to customers where necessary;
• Stay abreast with new updates and changes in system information relevant to customer needs.

• Ensure performance meets SLAs (Service Level Agreement).
• Implement and maintain support tools and technology to provide solutions to customers.
• Actively contribute for improvements in processes, technology and team work.
• Any other duties as assigned by Manager/Team Lead

• Candidate should have Bachelors Degree in Software Engineering/Computer Sciences or Telecom.
• Good Networking experience/knowledge.
• Excellent English conversation skills.
• Understanding of databases.
• Basic skills of writing SQL queries.
• Windows troubleshooting skills

Job Rewards and Benefits