Responsibilities

What you'll be doing?

Technical Support & Issue Resolution:

• Investigate, diagnose, and resolve support tickets related to software functionality, system integrations, data discrepancies, production issues and performance issues.
• Guide users through problem-solving steps for software configuration, connectivity, and troubleshooting.
• Document all ticket resolutions, technical solutions, and customer interactions in the ticketing system.
• Manage customer accounts to ensure processes are working as expected and identify potential problems.
• Understand and follow company's workflow and associated technical systems.
• Understand and follow all assigned customer workflows including import and export processes.
• Interpret customer business processes, analyze problems, and recommend programmable solutions.
• Apply analytical and business knowledge to solve customer specified problems adhering to coding standards and policies.

 

Customer Interaction & Communication:

• Respond to support requests in a timely manner, ensuring first response and resolution times meet Service Level Agreements (SLAs).
• Provide clear, professional, and empathetic communication to customers regarding issue status and resolution steps.
• Educate users on best practices for using the software efficiently and securely.
• Gather customer feedback and collaborate with the Product team to improve software usability and stability.

Collaboration & Continuous Improvement:

• Work closely with Engineering, Implementation, and Product teams to resolve escalated issues and provide customer insights for product enhancements.
• Identify recurring issues and contribute to the creation of Knowledge Base (KB) articles and self-service support documentation.
• Participate in support team training sessions to stay updated on new product features and troubleshooting techniques.

  

Requirements

What we’re looking for?

Education and Experience

• 2+ year experience in a Technical Support or Support Engineering role
• 4+ year degree in computer science or equivalent degree
• In-depth knowledge of Java SE & Java EE.
• Proficiency in working with relational databases (e.g., MySQL)
• Proficiency in Git and code collaboration platforms (e.g., GitHub, GitLab).
• Experience with cloud platforms like AWS, Google Cloud, or Azure.
• Proficiency in writing clean, maintainable, and efficient code.

 

Skills and Competencies

• Technical Expertise: Deep knowledge of software integration, APIs, data migration, and system architecture. Proficiency in programming languages and database systems is a plus.
• Experience with ticketing systems (JIRA, ServiceNow, Zendesk, Freshdesk, or similar)
• Problem-Solving: Strong analytical skills to diagnose and resolve technical issues effectively.
• Communication: Excellent verbal and written communication skills for interacting with clients and internal teams.
• Client Focus: Commitment to understanding and fulfilling client needs and expectations.

 

Preferred Skills

• Knowledge of DevOps practices and tools.
• Experience with security and compliance requirements in software deployment.
• Ability to understand process workflows, analyze, and identify improvements
• Ability to comprehend and follow written policies, procedures, and directions
• Action orientation and ability to consistently complete assigned tasks on time

 

Benefits

Why this is the company for you?

Top Benefits & Perks: 

• A company culture that is authentic and values teamwork, humility, and fairness! We work hard for our customers and have fun along the way!
• A professional development and growth-oriented workplace.
• Generous benefits including medical/accidental insurance and Social Security Fund contribution.
• Work-life balance with a 5-day work week and leaves as per the Labor Law of Nepal. 
• Hybrid and Remote work opportunity.