Technical Support Specialist

HIRING ALERT!!

Job Title: Technical Support Specialist (Pega & Enterprise Applications)

Location: Karachi(on-site) 

Job Description:

We are seeking a skilled Technical Support Specialist to provide first-line support and manage the intake process for internal issues related to Pega, sales, and customer-facing applications. This role involves troubleshooting, monitoring incident tickets, and ensuring SLAs are met.

Key Responsibilities:

Provide first-line support to internal users for Pega, sales, and customer-facing applications.

Manage incident tickets and ensure timely resolution in line with SLAs.

Collaborate with internal users to understand and resolve technical issues, maintaining a solutions-oriented approach.

Create and maintain documentation, including flowcharts, guides, and screen captures, for effective issue resolution.

Provide guidance and best practices for proper application use, focusing on user error (internal employees only).

Work with Product Managers to implement high-value changes, improving internal user experience.

Support internal teams, with flexibility to assist external customers when necessary.

Requirements:

Bachelor’s in IT/CS or related field.

2+ years’ experience in technical/application support.

Strong knowledge of Pega & enterprise applications.

Proficient in ticketing tools (JIRA, ServiceNow, Zendesk).

Excellent problem-solving, communication, and documentation skills.

Ability to work independently and collaboratively.

Shift: 9:00 AM – 6:00 PM EST timezone. 

Apply at careers@arpatech.com with the subject line "App Support''