
Technical Support Specialist
3 days ago
At Contour Software, we pride ourselves on being a subsidiary of Constellation Software Inc., a global enterprise software conglomerate. With a portfolio of market-leading solutions covering over 100 industry domains, we provide professionals with fulfilling, long-term careers.
The Division
We are part of Freestyle Solutions, which provides essential order, inventory, and customer management solutions that integrate easily with e-commerce platforms to drive efficiency, productivity, insight, and growth for multichannel retailers. Our proven solutions automate critical back-office functions to support an expanded e-commerce presence, including:
• Multichannel order management;
• Inventory visibility and control across multiple channels;
• Drop ship management;
• Rapid, reliable order fulfillment;
• Customer management;
• Integration with Magento, BigCommerce, Shopify, eBay, and others.
The Position
We are currently recruiting for Technical Support Representatives. This position is responsible for providing customers with outstanding live, interactive telephone and remote access support for our Freestyle Software's suite of products and services. The representative will also perform offline research, analysis, and problem resolution for customer-reported problems. The position requires excellent communication and analysis skills with experience in a customer-facing technical support experience in a software or SaaS platform environment.
Job Duties
- Deliver exceptional first- and second-level customer support, ensuring prompt and effective resolutions to technical issues.
- Handle customer calls, actively listen, and document concerns related to all software and e-commerce products supported by the company.
- Perform discovery and root-cause analysis as directed to better understand and address customer issues.
- Ensure timely follow-ups on all customer concerns, maintaining high levels of satisfaction and trust.
- Accurately document all customer interactions in line with company policies and procedures.
- Provide daily updates on unresolved issues to team leaders, ensuring transparency and accountability.
- Stay updated on emerging technologies and company products to enhance support capabilities.
- Actively participate in meetings and training sessions to continuously improve skills and knowledge.
- Collaborate with Product Development to identify and prioritize issues for inclusion in future product roadmaps, following established procedures.
- Contribute to the knowledge base by documenting solutions and best practices to assist colleagues and customers facing similar challenges.
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