The Role: Associate, Channels Tech Specialists

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The Location: Islamabad, Pakistan

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The Team:

Responsible team (24/7) for all aspects of the in-office product technical support for all the enterprise products. In-office support involves monitoring and responding to email and phone queries to resolve issues with feeds, file format, API, first-level data research, and ad hoc project support.

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The Impact:

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This is the first line of defense for all enterprise products. It involves product monitoring, validations, sending out notifications to clients, taking on client queries, and escalating them as per the procedures. This is the team that should give a better client experience by proactively identifying issues with the product.

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What’s in it for you:

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· Gets a great opportunity to talk to global clients and understand their issues.

· Liaise with different product teams, development teams, and Platform managers to fix client issues.

· Exposure to all the enterprise products

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Responsibilities:

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· Responsible for monitoring of enterprise products and escalate to different stakeholders as per the escalation procedures.

· Handling client queries – including interacting with them, understanding their issues, providing necessary follow-up’s with them, and setting expectations appropriately.

· Proactively monitor and notify clients for any delays, product enhancements, or outages, or any performance issues on the platform.

· Developing a deep understanding of all of the products we are responsible for taking appropriate actions for a good client experience, the objective being we need to identify before the client reaches out to us

· Researching and analyzing issues, determining corrective actions, and coordinating and communicating with involved parties

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What we’re looking for:

Basic Qualifications:

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· Bachelor's\PG degree in Computer Science\Commerce\Management with 0-1 years of experience.

· Excellent communication and analytical skills(Ability to communicate with clients via Phone/Email)

· Positive attitude with qualities of a team player

· Problem-solving and thinking out of the box

· Ability to adapt and be flexible to changing requirements and procedures

· Ability to take ownership and execute tasks independently

· Willing to work in rotational shifts (Any 5 days of the week)

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Preferred Qualifications:

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· Proven experience in troubleshooting, application, and client support.

· Having knowledge of SQL and Python is an added advantage

· Understanding of financial services and debt markets, and related Terminology is preferred

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