Support Engineer

• Act as the main point of contact for Enterprise and Strategic Account Managers, providing direct support to them and their customers for OM-related queries.
• Work closely with customers to address and resolve any issues related to their orders and shipments.
• DRI for all customer RMA requests with serial numbers, replacements, Account level device count alignment to be directly in contact with customers.
• Provide hands-on assistance with the quoting process and CPQ (Configure, Price, Quote) for Account Managers.
• Ensure all necessary details, including cable specifics and additional customer requests, are accurately captured in quotes and orders.
• Collaborate with cross-functional teams, including Finance, Fulfillment, and Customer Support, to ensure a seamless end-to-end order process.
• Proactively identify and resolve potential issues in the quote-to-cash process to prevent delays and improve efficiency.
• Ensure all customer and order information is meticulously entered and maintained in CRM systems, such as Salesforce and Zuora.
• Work on sales order creation, churn processing, and account reconciliations as needed.

Account Support Analyst

• Work continuously on assigned tasks/helpdesk tickets and projects until completion, ensuring stakeholders are satisfied with IT service levels
• Install and configure computer hardware, operating systems and applications
• Monitor and maintain computer systems, services and networks
• Talk users through a series of actions to help set up systems or resolve issues
• Use your technical and analytical expertise to identify, troubleshoot and resolve incidents and problems
• Provide recommendations and drive the implementation of improvements to operational controls, functions and processes
• Manage and administer ticketing systems
• Ensure the highest level of data security to protect our clients’ information assets
• Support and be an integral member of the IT team

Junior IT Support Engineer

• Communicate with customers about reported issues, escalated cases, and urgent inquiries to minimize customer churn
• Utilize tools developed by the engineering team to modify user/vehicle data for resolving support issues
• Perform data analysis to assess the impact and prevalence of issues using analytics tools like Grafana, DataDog, Redash, AWS Cloudwatch, and Pendo
• Determine how to resolve support issues by identifying changes needed in data, hardware, or processes, and applying them with minimal user disruption
• Determine root causes of errors/bugs using available data and tools, and report them to the Technical Leads
• Exceed customer expectations in terms of quality, timeliness, documentation, resolution, and overall customer experience
• In-depth knowledge of Motive products and features, with expertise in navigating the Motive Front End Dashboard and Backend Console
• Build trusting relationships with customers through open and interactive communication over the phone, chat, and emails
• Provide constructive feedback and write Knowledge-base articles to share knowledge and support other team members

Support Engineer jobs in Pakistan

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Account Support Analyst

Junior IT Support Engineer

Technical Support Engineer