Technical Support Specialist - Team Lead
Contour Software
Lahore, PK
3d ago

The Division :

Constellation1 a part of Constellation Real Estate Group , is a real estate marketing company that provides industry leading top real estate websites, mobile technologies, interactive voice response systems, and home builder marketing services.

The Position :

Constellation1 is looking for a Team Lead for our Technical Support team that is career oriented, passionate, and hard working.

This candidate should be highly motivated team player with excellent verbal and written communication skills while being highly organized.

This position is Leading and mentoring the Technical Support Team, performing scheduled staff reviews, communicating, and adhering to new procedures, policies, and goals.

This candidate will also be responsible for establishing, recommending, and implementing policies to ensure quality, timely and efficient design of customer-oriented services.

The successful candidate will work from our Contour Lahore Office.

Skills and Qualifications :

  • Must be enthusiastic and energetic with outstanding command of English (verbal and written).
  • Strong multi-tasking and organizational skills with ability to meet deadlines.
  • Ability to provide product knowledge to existing clients and suggest upgrades when appropriate.
  • Ability to match client business requirements with product capabilities
  • Strong analytical and problem-solving skills
  • Excellent organization and time management skills
  • Primary duties include :

  • Lead a team of technical support representatives
  • Onboarding / training of technical support representatives
  • Assisting with customer support issues (approx. 50% of overall time)
  • Prioritize software issues and escalate as required
  • Assign tickets / tasks to technical support team
  • Regularly analyze and review tickets to identify product challenges
  • Follow up with customers to gauge their satisfaction and identify support areas for improvement
  • Identify key support issues and action to optimize and or automate, constantly improving support delivery
  • New hire training and ongoing review of the new hire program for continuous improvement
  • Help to measure and improve key performance Indicators (KPIs) including support ticket backlog, ageing cases, first contact resolution, days to resolution etc.
  • Manage customer escalations and engage appropriate stakeholders as required
  • Documentation- be a champion for knowledge sharing, process improvements, training etc.
  • Act as a conduit between our customers and development team by translating customer needs Into actionable feedback for our developers
  • Liaison with the internal functions including sales, product management, engineering, network operations, provisioning, and other service functions
  • Educational / Technical Requirements :

  • Bachelor's degree or equivalent
  • 3-5 Years' experience in a support role within a SaaS organization
  • Experience leading and developing a support team in a managed service environment
  • Knowledge of data and database management systems with SQL language skills
  • Strong working knowledge of Microsoft Office
  • Real Estate knowledge an asset
  • Accounting knowledge an asset
  • Azure / AWS knowledge an asset
  • Work Shift :

  • 9 AM to 5 PM Central Standard Time zone (10 PM to 7 AM Pakistan Standard Time)
  • 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
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