R&D Helpdesk Support Professional

7 days ago


Karachi, Sindh, Pakistan Contour Software Full time

Key Responsibilities:

  1. Troubleshoot and resolve technical issues for clients via email, phone, ticketing systems, and live chat.
  2. Act as a Tier 2 support level for complex technical issues such as network/server problems, database inquiries, and operating system issues.
  3. Collaborate with Development, QA, and other departments to resolve technical and service-related issues.
  4. Document and track client issues through ticketing systems to ensure timely resolution.
  5. Support clients with service inquiries, membership upgrades, event bookings, and other client needs.
  6. Utilize SQL knowledge to query databases and troubleshoot technical issues.
  7. Provide hands-on support for club events and manage member access to exclusive offerings.
  8. Proactively monitor and track client feedback and service-related issues to identify areas of improvement.
  9. Prioritize and manage multiple requests effectively, ensuring adherence to Service Level Agreements (SLAs).

Required Skills and Qualifications:

  • Exceptional verbal and written communication skills in English.
  • A strong working knowledge of Microsoft Office and website applications.
  • A minimum of 5+ years in a customer service or helpdesk environment.
  • Experience with database management and MS SQL Server.
  • Excellent multitasking and organizational skills.
  • The ability to work in a fast-paced environment.
  • A minimum Bachelor's degree in Computer Science, Information Technology, or a related field.

Benefits:

  • 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.
  • Sporadic on-shore training opportunities.
  • Friendly work environment.

About Us:

We attribute our success to the unique contributions of our diverse staff. We are committed to fostering a culture of respect that thrives on the varied perspectives and experiences of all individuals we recruit, employ, promote, and compensate. We actively encourage qualified individuals with special needs to apply for the various openings within our company.
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