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