Client Support Specialist
Contour Software
Lahore, PK
3d ago

The Division :

RewardOps is an engagement commerce platform creating positive disruption in the rewards space. RewardOps' cloud-hosted infrastructure, SaaS approach and agile methodology sets it apart from other companies in the loyalty industry.

Using RewardOps' API-based software, forward-thinking companies in the loyalty industry can easily build, track and streamline their rewards programs.

With one simple integration, RewardOps' partners can access millions of products from a continuously growing marketplace of exciting reward suppliers for new and deepening levels of engagement.

RewardOps is looking for a Client Support Specialist role to be based of Contour North Offices and support the team.

Job Responsibilities :

The Client Support Specialist is the primary contact for support and training issues and ensures clients receive efficient support using customer service software and support ticketing systems.

Help resolve platform and educational issues and liaise with internal resources and clients for expedited resolution.

Communicate new platform updates and offer assistance to clients where needed and communicate back new requests and ideas from clients.

Provide client platform support including training

Manage queries and issues reported by various global clients

Liaise with clients to answer product related questions

Collaborate with the Product Team to troubleshoot support issues in a timely manner

Relay product feedback and future requests to the Product team, providing context and a clear understanding of the client's objectives

Gather client information by evaluating and analyzing requests

Identify trends and regularly report to manager and clients

Communicate and coordinate with internal departments

Job qualifications :

Minimum 2 years in client support or equivalent experience

Familiarity with Zendesk or any other customer service software and support ticketing system

Understanding of e-commerce and / or loyalty and rewards, SaaS Platform and APIs personable and equally like to learn and teach

Incredibly organized with the ability to multi-task and an excellent communicator

  • web-application-savvy;
  • Able to learn and understand deep applications and systems thanks to great technical skills

    Able to identify issues and clearly communicate their resolution, is able to make decision in a timely manner

    Has a strong customer focused orientation and is approachable

    Is action oriented, proactive and working towards results

    Customer Focus

    Timely Decision Making

    Approachability

    functional / Technical skills

    Work Shift Timings

    9 PM to 6 AM Pakistan Time ( 12 PM to 9 PM Eastern Time Zone)

    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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