Website Technical Support Specialist required in Lahore

Full time On-site @Contour Software in Consultants , in Information Technology , in Services
  • Lahore, Punjab, Pakistan, 54000
  • Post Date : May 9, 2023
  • Apply Before : July 15, 2023
  • Salary: Negotiable
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Job Detail

  • Job ID 13220
  • Experience 2 Years
  • Gender MaleFemaleTransgender
  • Industry Information Technology
  • Qualifications Bachelor’s Degree

Job Description

Skills And Qualification:

  • Previous experience and superior customer/helpdesk service skills.
  • Strong multi-tasking and organizational skills with ability to meet deadlines.
  • Must be enthusiastic and energetic with outstanding command of English (verbal and written).
  • Provide product knowledge to existing clients and suggest upgrades when appropriate.

Primary duties include:

  • Respond to clients inquiring how to use supported software
  • Respond to clients and personnel requests for basic technical support related to supported software and operating systems
  • Participate in the “call duty schedule to handle after-hours inquires
  • Support and troubleshoot the software via telephone or ticketing solution
  • Document, track and monitor calls and problems to ensure timely resolution
  • Create and monitor the Tickets to ensure all service requests are being managed effectively
  • Site implementation, set up, and User Training
  • Be a point of contact for customer support on Constellation1’s Website products
  • Log all incidents and Engineering escalations in ticketing systems
  • Lead a team of offshore based support technicians responsible for support, training, and customer communications
  • Clear, concise, professional, thorough verbal and written communication skills to assist in troubleshooting client issues.
  • Assist in developing and maintenance of product documentation for client facing knowledgebase
  • Troubleshoot and resolve user issues using SQL, HTML, CSS, Javascript, JQuery, JSON skills
  • Use SQL scripting to run client exports/report activities
  • Assist enterprise clients with issues, work with Dev and QA team to achieve quick client issue resolutions
  • Serve as an escalation point and backup to the Director of Client Services, including client notifications on critical issues when necessary
  • Prioritize incoming support issues from support and account management, by working as the intermediary between these groups and engineering

Educational/Technical Requirements:

  • Proficient in SQL databases
  • Fluent in verbal and written English
  • Minimum of 2-5-year experience working in a technical support environment
  • Good knowledge of HTML, CSS, Javascript, JQuery, JSON, C#, and .NET Framework preferred.
  • Bachelor’s Degree, preferably in a technical discipline. Computer Science Majors most preferred. 3+ years’ customer support/service experience & 1+ years’ technical support experience will be considered in lieu of a technical education.
  • Exposure to Real Estate, Transaction Management, or CRM would fast track your progress
  • MS-SQL experience required
  • Ability to multi-task, follow exacting processes and procedures and take direction positively.
  • Defect reporting and tracking for web and mobile software
  • Ability to interface with Account Managers and client help desks to document issues and facilitate resolution.
  • Exceptional communication skills and ability to promote a positive interactive exchange.
  • Ability to work in a fast-paced environment and quickly adapt to process changes.

Work Shift:

  • 8 AM to 6 PM Central Standard Time zone (9 PM to 6 AM Pakistan Standard Time)

Exciting Benefits we offer:

  • Market-leading Salary
  • Parents Medical Coverage
  • Company Provided Lunch/Dinner
  • Provident Fund
  • Employee Performance-based bonuses
  • Medical Coverage Self & Dependents
  • Home Internet Subsidy
  • Conveyance Allowance
  • Profit Sharing Plan [Tenured Employees Only]
  • Life Benefit
  • Child Care Facility
  • Professional Development Budget
  • Recreational area for in-house games
  • Sporadic On-shore training opportunities
  • Friendly work environment
  • Leave Encashment


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