About the job
The Position
The Constellation Dealership Groups OPE Ideal team is looking for a Technical Support Specialist at the Contour office nation wide, Pakistan. This individual would be a part of the Ideal Support team which is responsible for providing excellent and timely response to the queries received by Clients/Customers, and hosting support to customers of our proprietary application via a combination of email, live chat or phone channels.
Exciting Benefits we offer:
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
Skills And Qualifications
Enthusiastic, quick learner with strong attention to detail
Analytical, customer-focused and bright. (should be able to think outside the box)
Outstanding command of English (verbal and written).
Experience living or studying in North America or the U.K. would be a plus.
Customer service focused. Polite, professional, and tactful.
Basic knowledge of APIs would be an asset.
Basic Networking Knowledge (Working of routers, network setup etc.)
Primary duties include:
Support and troubleshoot customers' proprietary software and hardware issues/questions via telephone, email and/or live chat
Use ticketing system to open tickets, prioritize ticket queue, update and close tickets with complete and accurate documentation in a timely and effective manner
Identify and escalate key support and product issues to team lead
Handle after-hours inquires, as required.
Achieve 80%+ positive customer satisfaction rating on closed support tickets
Achieve KPIs in line with other team members (e.g., tickets closed per day, avg. resolution time, etc.)
Assist with maintaining an up-to-date knowledgebase
hardware (e.g., printer connections, installs, re-installs and troubleshooting)
Educational/Technical Requirements:
Bachelor's degree in Engineering or Computer Science
Minimum of 2 3 years of experience working in a support role
Knowledge of Windows Operating System.
Basic knowledge of Databases and SQL
Fluent in verbal and written English