Application Support Specialist

Arpatech (Pvt) Ltd is hiring Application Support Specialist.

Responsibilities

- Provide first-line support and manage the intake process for issues reported by internal employees related to Pega, sales, and customer-facing applications
- Manage and monitor incident tickets, ensuring service level agreements (SLAs) are consistently met
- Collaborate effectively with internal end-users to understand and clarify reported technical issues, always demonstrating a positive and solutions-oriented attitude
- Internal user support is the primary focus, with flexibility to assist external customers alongside Connection team members on phone calls when necessary
- Create and maintain clear, concise documentation to enable fast resolution of reported issues and support knowledge sharing within the internal team
- Inform and guide internal users on proper application usage and best practices when issues are due to user error (training and guidance is for employees only, not clients)
- Work closely with Product Managers/Owners to ensure high-value changes are implemented on applications, aiming to reduce friction points for internal users

Requirements

- Strong interpersonal and communication skills to interact successfully with diverse internal teams with varying levels of system literacy
- Highly organized with strong follow-through, ensuring all issues are resolved in a timely manner
- Demonstrated ability to research and resolve technical issues independently with minimal supervision
- Proficient documentation skills with the ability to create easy-to-understand instructions, using flow charts, screen captures, and written guides
- Solid understanding of sales and customer-facing applications, with the ability to provide internal support as needed
- Must be ONLINE and fully integrated in the client environment throughout working hours


Location: Sindhi Muslim, Karachi
Shift: 9:00 AM – 6:00 PM EST, Monday to Friday

Interested applicants are encouraged to apply at careers@arpatech.com with the position mentioned in the subject.