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Technical Support Representative
4 weeks ago
Contour Software has grown from a dozen people to over 2,000 staff across 3 cities, in less than 14 years.
As a subsidiary of Constellation Software Inc., we are proud to be part of a global enterprise software conglomerate that has grown to become one of the top 10 software companies in the world, with employees and customers in 100+ countries. With a broad-based and ever-growing portfolio of market-leading, vertical-market enterprise solutions covering more than 100 industry domains in predominantly mature markets, CSI's recipe creates the perfect environment for professionals to build fulfilling, long-term careers.
What started as an R&D & Accounting back-office, has progressed into a full-service Global Centre serving all functions and departments, at the divisional as well as operating group/corporate level. Today Contour employees, located in Karachi, Lahore & Islamabad, are serving CSI divisions located in time zones spanning the globe, from Sydney to Vancouver. With the global growth of Constellation as the wind in our sails, we are only just getting started
The Division
Freestyle Solutions provides essential order, inventory and customer management solutions that integrate easily with eCommerce platforms to drive efficiency, productivity, insight and growth for multichannel retailers. Freestyle Software's proven solutions help small- to medium-sized companies grow faster by automating critical back-office functions to support an expanded eCommerce presence, including: multichannel order management; inventory visibility and control across multiple channels; drop ship management; rapid, reliable order fulfillment; customer management; and integration with Magento, BigCommerce, Shopify, eBay and others.
The Position
We are currently recruiting for Technical Support Representative. This position is responsible for providing customers outstanding live, interactive telephone and remote access support for our Freestyle Software's suite of products and services. The representative will also perform offline research, analysis and problem resolution for customer reported problems. The position requires excellent communication and analysis skills with experience in a customer facing technical support experience in a software or SaaS platform environment.
Job Duties
- Deliver exceptional first and second-level customer support, ensuring prompt and effective resolutions to technical issues.
- Handle customer calls, actively listen, and document concerns related to all software and e-commerce products supported by the company.
- Perform discovery and root-cause analysis as directed to better understand and address customer issues.
- Ensure timely follow-ups on all customer concerns, maintaining high levels of satisfaction and trust.
- Accurately document all customer interactions in line with company policies and procedures.
- Provide daily updates on unresolved issues to team leaders, ensuring transparency and accountability.
- Stay updated on emerging technologies and company products to enhance support capabilities.
- Actively participate in meetings and training sessions to continuously improve skills and knowledge.
- Collaborate with Product Development to identify and prioritize issues for inclusion in future product roadmaps, following established procedures.
- Contribute to the knowledge base by documenting solutions and best practices to assist colleagues and customers facing similar challenges.
- Over 4 years of experience in customer-facing roles within software and/or SaaS environments.
- Proficient in technologies and languages such as HTML, XML, XSLT, ASP, ASP.Net, C#, VBScript, and CSS.
- Strong expertise in Microsoft SQL Server, including writing and running SQL queries.
- Solid understanding of Relational Database Management Systems (RDBMS).
- Hands-on experience with Amazon Web Services (AWS) is a plus.
- Exceptional verbal and written communication skills, with the ability to convey technical information clearly to non-technical users.
- Excellent analytical skills, with a keen attention to detail and problem-solving capabilities.
- Strong conflict resolution skills to handle customer issues effectively and professionally.
- Proven ability to manage and prioritize multiple tasks simultaneously, even under tight deadlines in a fast-paced environment.
- Demonstrated ability to meet service volume and quality quotas, ensuring timely and high-quality responses to customer inquiries.
- Willingness to work on-call after hours, including weekends, as required.
- Familiarity with tools such as Jira and Confluence for issue tracking and knowledge management.
- Experience in the eCommerce or retail technology industry is advantageous.
- Hands-on experience with eCommerce platforms, Warehouse Management Systems (WMS), or Enterprise Resource Planning (ERP) systems is a plus.
- Holds a Bachelor's degree in Computer Science, Information Technology, or Engineering..
- Team Oriented: You embrace the ideas of others in the best interests of the company and our customers.
- Driven: You are a driven team player, collaborator, and relationship builder whose can-do attitude inspires others.
- Entrepreneurial: You thrive in a fast-paced, changing environment and you're excited by the chance to play a larger role.
- Passionate: You must be passionate about eCommerce and ensuring our customers are successful.
- Self-motivated: You can work with a minimum of supervision and be capable of strategically prioritizing multiple tasks in a proactive manner.
- Trust & Integrity: You must be able to establish and maintain trust with you customer contacts and internal colleagues. You deliver against your commitments.
- Attention to Detail: You do not let important details, events or deliverables slip through the cracks.
- Efficiency: Work smarter and enable others to work smarter.
- Persistence: You have the tenacity to go above and beyond to get the job done.
- Composure: You have the ability to stay calm and maintain performance when under pressure or stress.
- Mon – Fri, 9 AM to 6 PM EST.
- Market-leading Salary
- Medical Coverage – Self & Dependents
- Parents Medical Coverage
- Provident Fund
- Employee Performance-based bonuses
- Home Internet Subsidy
- Conveyance Allowance
- Profit Sharing Plan [Tenured Employees Only]
- Life Benefit
- Child Care Facility
- Company Provided Lunch/Dinner
- Professional Development Budget
- Recreational area for in-house games
- Sporadic On-shore training opportunities
- Friendly work environment
- Leave Encashment
In our continuous effort to promote inclusivity, we extend our commitment to individuals with special needs by providing reasonable accommodations. We actively encourage qualified individuals with special needs to apply for the various openings within our company. Should you require assistance in completing the application process or have any inquiries regarding special facilities, please do not hesitate to contact our HR team. Your unique talents and abilities are welcomed and valued here.
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