Technical Support Specialist

3 weeks ago

Islamabad, Islamabad, Pakistan Contour Software Full time
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. 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

Constellation1 a part of Constellation Real Estate Group is a real estate marketing company that provides industry-leading top real estate websites, mobile technologies, interactive voice response systems, and home builder marketing services.

Division Link: https://constellation1.com/

Role Overview

We are seeking a motivated and detail-oriented Technical Support Specialist to join our Data Services team. This role serves as the first point of contact for customer inquiries, ensuring timely, professional, and effective support. You will play a key role in troubleshooting technical issues, assisting with administrative tasks, and enhancing customer satisfaction through proactive communication and problem-solving.

Key Responsibilities
  • Customer Support & Communication
    • Serve as the first-line support for customer inquiries via phone, email, or ticketing systems.
    • Deliver prompt, courteous, and effective assistance, ensuring high levels of customer satisfaction.
    • Provide clear, accurate, and comprehensive responses to both technical and non-technical questions.
  • Technical Troubleshooting & Escalation
    • Guide customers through troubleshooting procedures to resolve technical issues.
    • Conduct research and analysis within our data services platform to diagnose problems.
    • Escalate more complex or unresolved issues to senior support staff when necessary.
  • Administrative & Operational Support
    • Assist the customer support team with various administrative tasks such as data entry, documentation, and report generation.
    • Manage and respond to incoming support and feature requests using an integrated CRM/support system.
    • Coordinate with the MLS data compliance team to ensure efficient handling of support queries.
  • Customer Experience & Quality Assurance
    • Drive improvements in customer experience and contribute to increasing our Net Promoter Score (NPS).
    • Monitor support trends and provide feedback for process improvement and enhanced service delivery.
    Required Competencies & Skills
    • Solid understanding of API concepts and practical experience using tools such as Postman or equivalent.
    • Strong verbal and written communication skills, with a professional and friendly tone.
    • Excellent problem-solving skills with the ability to remain calm and composed in high-pressure situations.
    • Exceptional attention to detail, especially in administrative and data-focused tasks.
    • Proficiency in CRM platforms and customer support tools (e.g., Zendesk, Salesforce, etc.).
    • Self-motivated, able to work independently while also thriving in collaborative team settings.

    Preferred Qualifications
    • Bachelor's Degree, preferably in a technical discipline, Computer Science Majors preferred.
    • 3+ years of customer facing communication skills to promote a positive interactive exchange
    • Ability to work in a fast-paced environment and quickly adapt to process changes
    • Previous experience in a customer service or administrative support role.
    • Familiarity with the Real Estate or Mortgage industries, particularly in North America, is a significant asset.
    • Understanding of data compliance and technical research within SaaS environments is a plus.

    Work Shift
    • 6 PM to 3 AM Pakistan Time (9 AM to 6 PM Eastern Standard Time)
    • Flexible to work occasional evenings and weekends based on operational needs.

    Exciting Benefits We Offer
    • 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

Disclaimer: At Contour, we attribute our success to the unique contributions of our diverse staff. We're committed to fostering a culture of respect that thrives on the varied perspectives and experiences of all individuals we recruit, employ, promote, and compensate. Since day one, we've adhered to a policy that champions a work environment honoring the worth and dignity of each person while being free from all forms of employment discrimination.

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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