Senior Technical Support Specialist

2 weeks ago


Karachi, Sindh, Pakistan EWS Group Full time

Senior Technical Support Specialist

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locations PER - Karachi, PK

time type Full time

posted on Posted Yesterday

job requisition id R42233

About Contour

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.

The Position:

We are seeking an enthusiastic, career-oriented Technical Support Specialist with a passion for providing excellent service. The ideal candidate will have exceptional communication skills, a strong technical background, and a customer-first mindset. This role involves troubleshooting and resolving technical issues for clients using our Club Software products, as well as supporting a variety of other offerings. You will collaborate across teams and departments to ensure seamless service delivery and client satisfaction. The position will be based at our Karachi office.

Key Responsibilities:

  • Customer Support & Issue Resolution: Assist clients with technical issues and inquiries via email, phone, ticketing systems, and live chat.
  • Technical Troubleshooting & Escalation: Act as a Tier 2 support level for complex technical issues.
  • Product Knowledge & Guidance: Provide product knowledge and training to clients.
  • Cross-Team Collaboration: Collaborate with Development, QA, and other departments.
  • Documentation & Tracking: Document and track client issues through ticketing systems.
  • Service-Related Support: Support clients with service inquiries.
  • Database Management & Technical Support: Utilize SQL knowledge to query databases and troubleshoot technical issues.
  • Event & Service Support: Provide hands-on support for club events.
  • Monitor & Improve Satisfaction: Proactively monitor and track client feedback.
  • Time Management & Prioritization: Prioritize and manage multiple requests effectively.
  • Ownership & Accountability: Take ownership of client issues from initiation through resolution.

Skills & Qualifications:

  • Communication Skills: Exceptional verbal and written communication in English.
  • Technical Proficiency: Strong working knowledge of Microsoft Office and website applications.
  • Customer Service Experience: Minimum of 5+ years in a customer service or helpdesk environment.
  • Database & Software Knowledge: Experience with database management, MS SQL Server, and scripting tools/languages.
  • Organizational Skills: Excellent multitasking and organizational skills.
  • Adaptability & Resilience: Ability to work in a fast-paced environment.
  • Team-Oriented & Independent: Ability to work effectively both as part of a team and independently.
  • Educational Requirements: Minimum Bachelor's degree in Computer Science, Information Technology, or a related field.
  • Experience: 3+ years in a similar role.
  • Service Minded: A passion for customer service.

Preferred Skills:

  • Basic Accounting Knowledge: Familiarity with basic accounting principles.
  • Experience with Ticketing Systems: Knowledge of ticketing and internal systems.
  • Willingness to Learn: Enthusiastic about learning new tools and processes.

What You'll Bring:

  • A strong passion for customer service and technical problem-solving.
  • Excellent communication skills.
  • The ability to work in a collaborative, fast-paced, and service-driven environment.
  • Strong organizational and time management skills.
  • A professional demeanor.

Workshift (Job Timings):

  • Shift Hours:
    • Training (Probation Period): 9 AM to 5 PM Eastern Standard Time
    • Post Probation Period: 6 AM to 3 PM Eastern Standard Time
  • Weekend Availability: Must be willing to work on weekends when required.

Exciting Benefits we offer:

  • Market-leading Salary
  • Medical Coverage – Self & Dependents
  • Employee Performance-based bonuses
  • Friendly work environment
Disclaimer: At Contour, we attribute our success to the unique contributions of our diverse staff.
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