Senior Technical Support Specialist

Senior Technical Support Specialist

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