Customer Support Representative (Data Services) required in Lahore

Full time On-site @Contour Software in Administration , in Employment Firms , in Information Technology
  • Lahore, Punjab, Pakistan, 54000
  • Post Date : May 23, 2023
  • Apply Before : July 15, 2023
  • Salary: Negotiable
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Job Detail

  • Job ID 14043
  • Experience 3 Years
  • Gender MaleFemaleTransgender
  • Industry Information Technology
  • Qualifications Bachelor’s Degree

Job Description

Constellation1 is seeking a Customer Support Representative for the Data Services business unit who is dedicated to their career, passionate, and hardworking. We are looking for a highly motivated team player with exceptional verbal and written communication skills, as well as strong organizational abilities. Reporting directly to the Technical Support Specialist, this role will provide frontline support to customers utilizing the Constellation1 MLS data aggregation system. The successful candidate will be based at our Contour Lahore Office and will be responsible for delivering exceptional customer service and providing administrative support.

Skills and Qualifications:

  • Excellent multitasking and organizational skills with the ability to meet deadlines.
  • Ability to provide product knowledge to existing clients and recommend upgrades when appropriate.
  • Capability to align client business requirements with product capabilities.
  • Enthusiastic, energetic, and proficient in English (verbal and written).
  • Strong analytical and problem-solving skills.
  • Excellent organization and time management skills.

Primary duties include:

  • Responding to customer inquiries and providing accurate information about our data aggregation services, product features, and frequently asked questions.
  • Assisting customers with troubleshooting technical issues, guiding them through the resolution process, and escalating complex cases to senior support staff when necessary.
  • Serving as the initial point of contact for customer inquiries, offering prompt and professional assistance.
  • Managing incoming support and feature requests through an integrated support system and coordinating with members of the MLS data compliance team.
  • Ensuring customer satisfaction and improving the Data Services Net Promoter Score (NPS) metrics.
  • Providing administrative support to the customer support team, including generating reports, preparing documentation, and assisting with data entry tasks.
  • Championing knowledge sharing, process improvements, and training through documentation.

Educational/Technical Requirements:

  • 3-5 years of experience in a support role within a SaaS organization.
  • Knowledge of data and database management systems, with SQL language skills.
  • Familiarity with Postman or similar tools.
  • Strong working knowledge of Microsoft Office.
  • Familiarity with real estate data in the US and Canada is a plus.
  • Bachelor’s degree or equivalent.
  • Knowledge of RESO data dictionary is a plus.
  • Experience providing technical support services in real estate software is a plus.
  • Understanding and experience with API concepts.
  • Strong verbal and written communication skills with a professional and friendly demeanor.
  • Excellent problem-solving abilities and the ability to remain calm under pressure.
  • Detail-oriented with a focus on accuracy and efficiency in administrative tasks.
  • Proficiency in using CRM software and other customer support tools.
  • Basic knowledge of the real estate industry in North America is preferred but not required.
  • Ability to work independently and collaboratively in a fast-paced environment.
  • Prior experience in a customer service or administrative role is an asset but not mandatory.

Work Shift: 9 AM to 5 PM Central Standard Time zone (10 PM to 7 AM Pakistan Standard Time)

Exciting Benefits We Offer:

  • Medical coverage for self and dependents.
  • Medical coverage for parents.
  • Provident Fund.
  • Recreational area for in-house games.
  • Performance-based employee bonuses.
  • Market-leading salary.
  • Home internet subsidy.
  • Conveyance allowance.
  • Profit-sharing plan (for tenured employees only).
  • Life benefits.
  • Child care facility.
  • Company-provided lunch/dinner.
  • Professional development budget.
  • Sporadic onshore training opportunities.
  • Friendly work environment.
  • Leave encashment.

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