Job Title: L2 Support Specialist
Location: DHA Phase 8, LahoreJob Summary: Responsible for providing Tier 2 (L2) support to our customers by researching, diagnosing, troubleshooting data & application issues and resolving incidents and providing support forissues and other technical problems for our Algo platforms. This role is customer facing and requires excellent English verbal and written communication skills as well as the ability to work under pressure when customers are experiencing critical data issues.Tier 2 Technical Support Specialists play a role as the front-line interface between our customers and the Product and Engineering teams and operate as a second level of support after basic user-level support (L1). Their primary responsibility is to provide customer support by resolving technical support incidents or customer requests in accordance with applicable service level agreements.Job Responsibilities:
- Advanced Troubleshooting:
oDiagnose and resolve complex data issues between different data sources and application user workflows thatescalate from L1 support.oAnalyze, provide and interpret data to identify root causes of problems.oCollaborate with engineering teams to resolve software bugs and data inconsistencies, customer success teams for training opportunities and product teams for software enhancements.
oProvide high-level support to customers regarding data-related inquiries and supply chain application issues.oCommunicate effectively with clients to understand their problems and provide timelyresolutions.oDocument and follow up on customer issues to ensure satisfaction.
oOversee data imports, exports, and integrations between systems.oEnsure data accuracy and integrity across different platforms.oPerform data validation and cleansing as needed.oAssist in access requests, deploying new reports to PowerBI and starting/stopping Azureservices to meet SLAs.
- System Monitoring and Maintenance:
oMonitor automated master pipeline, inbound/outbound data feeds, job queue managementand customer files. If missing then create ticket, escalate to customer parties and post once received.o Perform routine system checks and maintenance tasks to ensure optimal performance. o Update and maintain knowledge base articles and documentation related to data support.
- Collaboration and Communication:
o Work with cross-functional teams including Development, QA, services and Product Management to address data-related issues. o Provide feedback and insights on data-related features and application improvements. o Participate in meetings to discuss ongoing issues and solutions.
- Training and Knowledge Sharing:
o Assist in training L1 support staff on advanced data troubleshooting techniques. o Share knowledge and best practices with the team to improve overall support capabilities. o Stay updated on industry trends and best practices in data management and SaaS solutions.
o Generate reports on data issues, trends, and resolution metrics. o Analyze data to identify recurring problems and suggest preventive measures. oContribute to internal documentation and process improvement initiatives.Qualifications Needed:
oBachelor’s degree in Computer Science, Information Technology, or a related field, orequivalent work experience.o3-5 years of experience in data support, with a strong background in SaaS demand planning applications.
o Proficiency in SQL and other data query languages.o Experience with Azure DevOps ticketing tool or similar applicable tool.o Familiarity with supply chain management concepts and software.o Experience with customer support ticketing systems such as Happy Fox, Zendesk etc
o Strong problem-solving and analytical skills.o Excellent communication and interpersonal abilities.o Ability to work independently and manage multiple priorities.
