Technical Support Specialist

Job DescriptionAbout the jobThe PositionThe 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 SalaryMedical Coverage Self & DependentsParents Medical CoverageProvident FundEmployee Performance-based bonusesHome Internet SubsidyConveyance AllowanceProfit Sharing Plan (Tenured Employees Only)Life BenefitChild Care FacilityCompany Provided Lunch/DinnerProfessional Development BudgetRecreational area for in-house gamesSporadic On-shore training opportunitiesFriendly work environmentLeave EncashmentJob SpecificationSkills And QualificationsEnthusiastic, quick learner with strong attention to detailAnalytical, 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 chatUse ticketing system to open tickets, prioritize ticket queue, update and close tickets with complete and accurate documentation in a timely and effective mannerIdentify and escalate key support and product issues to team leadHandle after-hours inquires, as required.Achieve 80%+ positive customer satisfaction rating on closed support ticketsAchieve KPIs in line with other team members (e.g., tickets closed per day, avg. resolution time, etc.)Assist with maintaining an up-to-date knowledgebasehardware (e.g., printer connections, installs, re-installs and troubleshooting)Educational/Technical Requirements:Bachelor's degree in Engineering or Computer ScienceMinimum of 2 3 years of experience working in a support roleKnowledge of Windows Operating System.Basic knowledge of Databases and SQLFluent in verbal and written EnglishJob Rewards and BenefitsCommunication,Gratuity,Incentive Bonus,Leaves,Life Insurance,Medical,Provident Fund,Sports and Entertainment

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