Technical Support Engineer at KnowledgeCity | Pakistan

About the CompanyKnowledgeCity has been a leader in the eLearning industry for over 18 years, offering studio-prodced online training and an advanced Learning Management System (LMS). We deliver measurable results and robust ROI for our clients, earning a reputation for top-quality products and exceptional customer service. Our mission is to help companies worldwide achieve training goals and compliance standards with ease and efficiency, fostering growth and development within organizations.Key Responsibilities:Technical Support:Provide second-line technical support to customers via phone, email, or chat, addressing inquiries and resolving issues promptly.Troubleshooting:Diagnose and resolve technical issues related to KnowledgeCitys products, including software bugs, configuration problems, and user errors.Collaboration:Work closely with the Development and QA teams to escalate and resolve complex issues, ensuring timely solutions.Documentation:Create and maintain detailed documentation of support cases, solutions, and best practices to enhance the knowledge base.User Training:Assist in creating user guides, FAQs, and training materials to help customers use KnowledgeCitys products effectively.Feedback Loop:Provide feedback to the Product and Development teams based on customer interactions to help improve product features and usability.System Monitoring:Monitor system performance and alerts, proactively identifying and addressing potential issues before they impact users.Key Performance Objectives (KPOs):Customer Satisfaction:Achieve high levels of customer satisfaction through prompt and effective technical support.Issue Resolution:Ensure timely and accurate resolution of customer issues, minimizing downtime and disruptions.Documentation Quality:Maintain thorough and accurate documentation that supports continuous improvement in the support process.Team Collaboration:Foster strong collaboration with internal teams to ensure seamless resolution of technical challenges.Skills and Qualifications:Experience:Experience in technical support or a related role with strong understanding of software applications and troubleshooting techniques.Familiarity with cloud platforms, networking, and database management.Experience in the e-learning or educational technology sector.Skills:Excellent problem-solving and analytical skills.Ability to work independently and manage multiple tasks in a fast-paced environment.Proficiency with support tools and ticketing systems.Advanced English proficiency, both written and spoken, is mandatory for effective communication with partners and clients. About the Company About the Company KnowledgeCity has been a leader in the eLearning industry for over 18 years, offering studio-prodced online training and an advanced Learning Management System (LMS). We deliver measurable results and robust ROI for our clients, earning a reputation for top-quality products and exceptional customer service. Our mission is to help companies worldwide achieve training goals and compliance standards with ease and efficiency, fostering growth and development within organizations.