Solution Engineer - Karachi Division - Mushawarsolutions

    Mushawarsolutions
    Mushawarsolutions Karachi Division

    2 days ago

    Default job background
    Technology / Internet
    Description

    The only way to do great work is to love what you do. If you haven't found it yet, keep looking. Don't settle.

    Category

    IT

    Functional Area

    Client Management & Business Development

    Location

    Karachi

    Job Type:

    Full Time/Permanent

    Qualifications

    Bachelors' degree in Computer Engineering or equivalent

    Experience

    Overall 8 years and minimum experience of 1-2 years of working in a similar position/leading a team

    Offered Salary

    Market Competitive + Other benefits

    Job Description

    Candidate should be flexible to work in U.S. Eastern Time.

    We're seeking a customer-centric frontline solution engineer to enhance our Product Support Team. As a key member, you'll thrive in our dynamic environment that demands quick thinking and innovative problem-solving. This role requires exceptional analytical and technical skills, coupled with an energetic personality.

    Main Responsibilities:

    1. Serve as the primary point of contact for internal/external customers.
    2. Provide initial support and troubleshoot customer queries efficiently.
    3. Communicate effectively with clients through multiple channels, including emails, chats, calls, and remote assistance tools.
    4. Offer solutions or escalate issues to Level 2 support when necessary.
    5. Create tickets in the portal, detailing requirements and assigning tasks to relevant teams promptly.
    6. Manage the ticket lifecycle by prioritizing tasks and maintaining close follow-ups.
    7. Demonstrate a clear understanding of complex issues and communicate them to stakeholders concisely.
    8. Maintain client expectations regarding issue resolution and keep them informed.
    9. Collaborate closely with Partners, Relationship Management, IT, Development, and Operations teams for optimal outcomes.
    10. Review, manage, and update the knowledge base regularly.

    Required Skills

    1. Excellent written and verbal communication skills in English.
    2. A positive Can-DO attitude and strong interpersonal skills.
    3. Organizational, thorough, and process-driven approach.
    4. Ability to handle pressure and meet tight deadlines.
    5. Superior problem-solving skills and analytical abilities.
    6. Proficiency in computer systems and technologies.
    7. Strong proficiency in MS Office, Jira, JSM, Confluence, and Postman.
    8. Understanding of Scrum and change management principles.
    9. Adherence to organizational processes, procedures, and policies.
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