Technical Support Representative
Contour Software
Karachi, Sindh, PK
6d ago

The Division :

FAME is a trusted leader in services and software for the higher education industry. For over 40 years, FAME has provided a complete solution in both the Financial Aid and Student Information Systems.

The Position :

We are looking for individuals with high learning ability to take on the position of Technical Support Representative. They would respond directly to clients through live calls, live chat and Zendesk.

They would also work directly with our development team and customer support team.

Responsibilities :

  • Answering requests submitted through live chat, Zendesk and phone calls in a timely manner
  • Troubleshoot customer issues via remote connection.
  • Follow up and document all cases in our support portal
  • Escalate problems found in the software to our development team
  • Actively participate in daily team meetings to ensure productivity is at its highest
  • Mentor new employees and assist in their training
  • Maintain a professional demeanor and team player approach to co-workers
  • Provide exemplary customer service by going the extra mile for our clients
  • Desired Skills & Requirements :

  • Strong ability to apply a structured troubleshooting approach to software and various technical issues is a must
  • Computer-related coursework, degree or certification, or relevant experience
  • 2+ years in customer service experience, preferably in technical support
  • Proficient in MS Office (including MS Access), and the ability to learn software quickly
  • Positive and personable attitude with a customer service focus
  • Ability to prioritize workload and work effectively alone or collaboratively on a team as needed based on workload and project demands
  • Attention to detail and accuracy
  • Proficient in Windows 7 or above, Windows Server 2008R2 or above, and various networking environments.
  • Previous experience working with SQL, ability to write SQL Queries a plus
  • Excellent verbal, phone, and written communication skills
  • Basic system administration skills & basic network troubleshooting experience
  • Knowledge and troubleshooting experience in Remote Desktop / Remote App
  • Work Shift :

  • Monday- Friday - 9 AM to 6 PM Eastern Standard Time (6 PM to 3 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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