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Technical Support Representative
Job Detail
Information Technology
Client Services & Customer Support
Total Position
Job Type
Full Time/Permanent ( Second Shift (Afternoon) )
Customer Support
Job Location
No Preference
Minimum Education
Career Level
Experienced Professional
Required Experience
2 Years - 4 Years
Apply By
Feb 6, 2020
Posted On
Nov 6, 2019
Job Description

The Division: 
The SmartZip team is dedicated to having fun while building, selling and supporting world-class services to real estate professionals.  We offer exciting and challenging opportunities where diligence, integrity, innovation, and efficiency are rewarded with excellent compensation package with competitive pay and benefits!   
We are looking for a talented individual to join our team in the role of a Technical Support Representative who will focus providing excellent responsive service for internal customers. The ideal candidate will have excellent verbal and written communication skills to fulfill tier 2 support Duties in the Contour-Lahore office. This position is responsible for review and troubleshooting of Tier 2 support issues submitted by the Tier 1 customer support team and the escalation of issues to the software development team.
Duties and Responsibilities:
  • Provide Tier 2 Support to the internal Customer Support team by reviewing submitted issues and documenting identified challenges.
  • Collaborate with software development department to prioritize and escalate submitted issues.
  • Act as the first line of communication with between Customer Support and Software Development, smoothing
  • Provide proactive follow-up and issue management
  • Monitor incidents, prioritize and respond as appropriate
  • Interact regularly with Development, Customer Success, and Implementation groups in the North America office
  • Ensure ongoing customer satisfaction through timely response and resolution.
  • Manage day-to-day support queue for local support team
Required Skills:
  • University Degree
  • 2 - 4 years professional experience in a Technical Support role supporting web-based products
  • Excellent verbal and written English communication skills.
  • Experience with standard business environment software, such as Operating Systems (e.g. Windows), office word processing and spreadsheet software (e.g. Word, Excel).
  • Comfortable balancing competing demands.
  • Industry experience residential/commercial real estate and/or property management, a plus
Desired Traits:
  • Conscientious, Responsible, Tenacious
  • Polite, Professional, Tactful

 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 [Karachi & Lahore only]
  • Company Provided Lunch/Dinner
  • Professional Development Budget
  • Recreational area for in-house games [Karachi & Lahore only]
  • Sporadic On-shore training opportunities
  • Friendly work environment
  • Leave Encashment

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