Technical Support Specialist

1 day ago

Karachi, Sindh, Pakistan beBeeCustomer Full time

About Contour Software, a subsidiary of Constellation Software Inc., we're a global enterprise software company with over 2,000 staff across 3 cities. We've grown from a dozen people to become one of the top 10 software companies in the world, serving employees and customers in 100+ countries.

Our portfolio includes market-leading, vertical-market enterprise solutions covering more than 100 industry domains. As a Global Centre, we serve all functions and departments at the divisional as well as operating group/corporate level. We work closely with CSI divisions located in time zones spanning the globe.

The Division

OPTIVIQ/MAJIQ Inc. has been a trusted name in the Pulp & Paper Industry for nearly 40 years. We hold the exclusive global license for the distribution and support of OptiVision, a leading software solution for managing complex manufacturing processes.

As a Customer Support Specialist, you will be the go-to resource for our customers, providing expert-level assistance. This role involves close collaboration with cross-functional teams to ensure high customer satisfaction through timely and effective problem resolution.

Responsibilities
  • Assist customers with technical issues via email, ticketing systems, and live chat.
  • Manage and resolve help desk tickets efficiently, adhering to SLAs and providing timely communication with users on ticket progress and resolutions.
  • Leverage product knowledge to troubleshoot, analyze, and resolve issues related to application functionality, performance, and availability.
  • Participate in on-call rotations to provide after-hours support and ensure continuity in critical issue resolution.
  • Troubleshoot software-related issues and provide effective solutions.
  • Collaborate with Development, QA, IT, and DBA teams to address technical issues, escalating complex cases as needed for timely resolution.
  • Analyze and troubleshoot technical issues, utilizing back-end databases, platform logs, and data mapping to identify solutions effectively.
  • Deliver expert-level support for Tier 1 and Tier 2 tickets, providing a high level of customer satisfaction across all support levels.
Skills And Qualifications
  • Required:
    • Communication: Excellent verbal and written communication skills.
    • Technical Support Experience: At least 1-2 years in a technical support/helpdesk role.
    • Problem Solving: Ability to remain calm under pressure and provide solutions.
    • Multi-tasking: Ability to manage multiple tasks and prioritize effectively.
    • Technical Proficiency:
      • Strong knowledge of website & CRM applications.
      • Good understanding of HTML and Microsoft Office tools.
    • Organizational Skills: Capable of tracking tickets and managing support requests.
  • Desired:
    • Educational Background: Minimum Graduation in Computer Science.
    • Basic Accounting Knowledge: Understanding of basic accounting could be an asset in understanding the software's financial functions.
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
  • Recreational area for in-house games
  • Sporadic On-shore training opportunities
  • Friendly work environment
  • Leave Encashment
Others

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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