Customer Support Engineer

Full job description

Karachi

Company Description

Through technology, Wavetec is changing the way we interact and experience service and retail spaces. One of the most simple yet challenging problems which causes the highest level of customer dissatisfaction is long & unregulated waiting times. Our omni-channel ecosystem of products and solutions powered by AI & smart processing applications reduces waiting times and increases customer satisfaction levels by 30 %.
We have helped global businesses across the world such as HSBC, Emirates Airlines, Nike, Samsung, Telenor, Dubai Financial Markets, to mention but a few.

With head office based out of Dubai, and regional offices in Barcelona, New York, Nairobi, Karachi, Riyadh, Santiago de Chile, Lima and Mexico, Wavetec is committed to helping businesses grow.

Job Description
Ensure online support and Installation of all Wavetec Products
Perform all necessary steps needed to complete assigned tasks or as per need basis from time to time
Provide technical support services to customers and ensure that all complaints are resolved within 24 hours.
Collect feedback from customers about our products and follow up to ensure improved service quality
Ensure daily reporting about finished or pending tasks to reporting head or Senior CSE
Responsible for layouts designs for all Wavetec products.
Perform the dev-ops function by testing all products that is released by QA department of Wavetec and ensure a bug free release globally regional office
Support on clients/CSEs of Wavetec over phone whenever required.
Ensure help desk software is updated at all times with current tasks and support calls
Areas of Responsibilities
Supporting Wavetec’s customers with day to day technical problems as assigned by reporting head
Ensure great customer satisfaction and therefore recurrent sales
Provide technical assistance regarding (but not limited to; ) Software and Hardware Installations and troubleshooting, networking
Requirement

Education: Bachelors in Computer Science or relevant IT field

Good Knowledge about Networking
Must have strong interpersonal skills and communication skills
Sound knowledge of writing Queries in SQL
Good Knowledge about troubleshooting in the windows platform
Experience: 1 year preferred.