Software Support Analyst

Company Description 

AHL Logics is a technology and engineering company founded in 2014. We specialize in top-tier IT services and innovative engineering solutions. We strive to provide the best solutions for our clients, tailored to their unique needs and challenges.

Job Description :

• Customer Support: Provide direct assistance to both internal and external customers, addressing their concerns through tickets and email. Concentrate on delivering timely, accurate solutions while ensuring a positive customer experience.
• Documentation: Record all relevant customer interactions, ticket details, and resolutions to create a reliable reference for enhancing efficiency and aiding team members.
• Escalation Management: Assess escalated tickets and adhere to the problem management process. Generate effective problem tickets to track and resolve issues in a timely manner.
• Proactive Issue Resolution: Manage daily tasks by identifying and addressing potential issues early, thereby preventing them from escalating into major incidents.
• Customer Meetings: Conduct regular meetings with customers to understand their concerns, prioritize high-impact issues, and ensure that critical items are resolved promptly.
• Collaboration with Engineering Teams: Document system bugs and collaborate closely with engineering teams to address them. Keep customers informed with clear communication regarding timelines for bug fixes.

Jobs.ps, Ltd. All Rights Reserved.

Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• Proven Experience: At least 3 years of full-time experience in software support or a related technical role, with a strong focus on troubleshooting and resolving issues.
• Technical Expertise:
  • Solid understanding of web services, including HTTP transport, common data formats like JSON and XML, and standard API patterns such as SOAP and REST.
  • Proficient in Linux/Unix fundamentals, server automation, scripting, networking, and security best practices.
  • Familiar with bug tracking and issue management tools.
• Critical Thinking: Exceptional analytical and problem-solving abilities. Adept at resolving issues efficiently using available information and past experience, while maintaining excellent customer service standards.
• Communication Skills: Outstanding verbal and written communication capabilities. Skilled at simplifying complex technical concepts for customers, team members, and other stakeholders.
• Organizational Skills: Highly organized and detail-oriented, with a strong focus on quality. Effective at prioritizing tasks to consistently meet or exceed internal SLAs.

You can apply by completing the application form through the link below

Apply Here