Technical Business Analyst
Karachi
Company Description
Through technology, Wavetec is changing the way we interact and experience service and retail spaces. One of the most simple yet challenging problems which causes the highest level of customer dissatisfaction is long & unregulated waiting times. Our omni-channel ecosystem of products and solutions powered by AI & smart processing applications reduces waiting times and increases customer satisfaction levels by 30 %.
We have helped global businesses across the world such as HSBC, Emirates Airlines, Nike, Samsung, Telenor, Dubai Financial Markets, to mention but a few.
With head office based out of Dubai, and regional offices in Barcelona, New York, Nairobi, Karachi, Riyadh, Santiago de Chile, Lima and Mexico, Wavetec is committed to helping businesses grow.
Job Description
“At Wavetec, we count on our Global Operations department to interact professionally with our International Offices, Resellers and Key Clients when they have technical questions or concerns. We’re looking for a highly skilled Technical Business Analyst that will be responsible for the implementation of Wavetec Solutions, as well as to provide daily customer support for hardware, software and network.
The ideal candidate is a quick learner who can think on their feet and resolve any issues that come up with our customer-first business mentality.”
Responsibilities
The candidate will perform the following tasks as assigned by reporting head from time to time;
- Online support, configuration and installation of all Wavetec Products (EQ, IDS, SSK)
- To provide technical support services to customers and ensure that all complaints are resolved within 4 hours of SLA for all services and within 24 hours for all EQ/IDA services
- Collect feedback from customers about our products and follow up to ensure improved service quality
- Daily reporting about finished or pending tasks to reporting head or Senior CSE
- Layouts designs for all Wavetec products (EQ, IDS, SSK) if needed
- Test and configure system before it leaves warehouse/Store for Installation
- Phone call support to client / Technicians of Wavetec whenever required
- Ensure all services are logged on help desk
- Coordination with all Wavetec customers to ensure customer satisfaction on all tasks or services
- Documentation of projects including SRS, technical design documents, trouble shooting manuals
- Testing software before handover to clients. Ensuring by fixies and improving aesthetic sense of product
- Make proposals after gathering requirement from clients and responding to Tenders and RFPs with realistic value addition, (pricing list, specs connectivity and feature list)
- Occasionally make presentations about product knowledge and present to internal stakeholders and clients
Requirements:
- You have excellent time management skills and can make decisions quickly.
- You maintain composure and customer focus while troubleshooting and solving issues.
- You reassure customers when delivering product diagnoses and potential solutions.
- Create technical diagrams , flow charts and designing solutions for Customers which can enhance their customer satisfaction
- Location: Karachi, Pakistan
- Excellent communication skills