Technical Support Engineer

FiveRivers Technologies is looking for a Technical Support Engineer to provide enterprise-level assistance to our customers. The ideal candidate will diagnose and troubleshoot issues customers encounter while using our software.

The role involves managing incident and change request tickets, gathering requirements from customers, documenting support activities, and escalating complex issues to the relevant internal teams when required.

You will use helpdesk and ticketing software to manage customer requests, track issues through to resolution, and coordinate with internal teams. For complex problems, you may arrange video calls with relevant stakeholders to understand and resolve technical issues.

Ultimately, you will serve as a trusted advisor to our customers, providing timely, accurate, and effective technical solutions.

Responsibilities

• Research and identify solutions to SaaS software usage issues.

• Ask customers targeted questions to understand problems and identify root causes.

• Guide clients through troubleshooting steps via email or video calls until their issues are resolved.

• Track support issues through to resolution and escalate unresolved issues to the appropriate internal teams, such as software developers.

• Provide prompt and accurate feedback to customers.

• Use internal databases and external resources to identify and recommend appropriate technical solutions.

• Ensure all support issues and related activities are properly documented.

• Prioritize and manage multiple open support tickets simultaneously.

• Deliver an excellent customer support experience.

Requirements

• Domain expertise in supply chain, manufacturing, or a related field.

• Proven work experience as a Software Support Engineer, Solutions Engineer, Help Desk Technician, or in a similar role.

• Hands-on experience with SaaS software.

• Proficiency in Microsoft Excel or Google Sheets.

• Good understanding of computer systems and other technology products.

• Ability to diagnose and troubleshoot basic technical issues.

• Familiarity with helpdesk and ticketing software, such as Zendesk or Jira.

• Experience with ERP systems is strongly preferred.

• Excellent problem-solving and communication skills.

Nice to Have

• Experience in data analysis.

• Bachelor's degree in Engineering or a related discipline.

• Basic knowledge of SQL.

• Experience with complex integrations.

• Database experience.

Location

DHA Business Hub, Phase VIII, Lahore