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Software Support Specialist (L2)

Job Type
Full Time/Permanent ( Third Shift (Night) )
Job Location
Assignment Detail
Information Technology
Total Position
Customer Support
No Preference
Minimum Education
Career Level
Experienced Professional
Required Experience
2 Years - 5 Years
Apply By
Jul 9, 2024
Posted On
Apr 9, 2024

Job Description

The Division:
Dealer Information Systems Corporation (Client) is a leading business management software provider to agricultural, construction, truck refrigeration and lift truck dealers in North America. Founded in 1980, based of Bellingham WA (USA); we are a team of 100+ professionals who help customers with Software, Hardware and Network Management so they don't have to deal with many vendors but just one full-service company.

Division Profile: https://www.discorp.com/

The Position:
We are looking for a Software Support Specialist (L2) in our Lahore Office that is career oriented, passionate and hard working. This candidate should be a highly motivated team player with excellent verbal and written communication skills while being highly organized. This position is responsible for providing support/training and assist with technical issues on all products and ensuring a professional and positive user experience.

Duties and Responsibilities:

  • Support and Troubleshoot the software via telephone or e-mail
  • Document, track and monitor calls and problems to ensure timely resolution
  • Create and monitor the Tickets to ensure all service requests are being managed effectively
  • Communicate with rest of the team to discuss the problem s and find the best solution
  • Support and troubleshoot customers' proprietary software and hardware issues/questions via telephone, email and/or live chat
  • Apply analytical/communication/problem-solving skills to identify/resolve/document customer reported issues
  • Research solutions to new problems/issues with company products and services
  • Notify development of suspected bugs, research software for root cause, submit for code changes and confirm resolution thru pre-release testing
  • Evaluate/champion the priority of customer reported issue internally to Client
  • Analyze business system database to ascertain data damage or inconsistency. Plan and execute corrections, ensuring customer data integrity and minimize Client liability
  • Track and provide timely resolution status to customer and manager, escalating as needed
  • Commitment to learning new product functionality
  • Attend offered training at the time or through recorded webinars
  • Use Infor or other call tracking software to record issue, testing, resolution and administrative tasks. Call tracking includes accuracy of time spent, clear noting of issue and resolution. All time in tickets should include a notation in the ticket
  • Use JIRA to record development requests
  • Specialize in at least 6 areas and at least 3 major areas of the software bundle
  • Creation of useful Knowledge Base articles as measured by usage, customer feedback and rating of helpfulness

Required Qualifications and Skills
  • Minimum of 2+ year s experience supporting and deploying applications/products
  • Typically requires an AA degree in technical field or equivalent experience and 5 or more years of technical support experience in related field.
  • Knowledge of IOS (Apple) environment will be considered as asset
  • Must be enthusiastic and energetic with outstanding command of English (verbal and written).
  • Neutral to American accent would be favorable.
  • Previous experience and superior customer/helpdesk service skills.
  • Strong multi-tasking and organizational skills with ability to meet deadlines.
  • Strong written/verbal communication skills: Comfortable with providing support via Phone and Email
  • Customer centric focus
  • Typically requires an AA degree in technical field or equivalent experience and 2 or more years technical support experience in related field.
  • Strong written/verbal communication skills
  • Proficiency/Aptitude in software and operating system troubleshooting techniques/methodologies
  • Strong technical aptitude; analytical and critical thinking skills

Work Timings: 0 5 :00 AM to 0 2 :00 PM Pacific Standard Time ( 5 PM to 2 AM Pakistan Time)

Exciting Benefits we offer:
  • Market-leading Salary
  • Medical Coverage – Self & Dependents
  • Parents Medical Coverage
  • Provident Fund
  • Employee Performance-based bonuses
  • Home Internet Subsidy
  • Conveyance Allowance
  • Profit Sharing Plan [Tenured Employees Only]
  • Life Benefit
  • Child Care Facility
  • Company Provided Lunch/Dinner
  • Professional Development Budget
  • Recreational area for in-house games
  • Sporadic On-shore training opportunities
  • Friendly work environment
  • Leave Encashment

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