Technical Support Specialist

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