The Division
Bookassist is an innovative, multi-award-winning industry leader in hotel booking and distribution software and online strategy. Bookassist provides both technology and online strategy for hotels, lowering costs and increasing direct online business. The award-winning Bookassist booking engine is the ideal SaaS solution for reservations automation, with PMS integration, agent/corporate login and loyalty modules. The cloud-based Distribution Manager is a world-class channel manager with dynamic margin optimization and GDS/IDS.
Bookassist also provides responsive CMS-based web design, online marketing, and award-winning mobile webapps for hotels on iOS/Android and all major platforms.
Division Link: https://bookassist.org/

The Position
We are looking to hire a Technical Support resource, with exceptional communication skills - both verbal and written. The individual will be responsible for providing technical support to our customers and teams. This will involve answering complex questions on function and usage of our products, troubleshooting, resolving issues with the software and finding the necessary corrections or workarounds to avoid customers locks and ensure that products continue to meet our customers needs.

Collaboration and team spirit will be also quite important to be able to share and collect in the most efficient way tasks and issues with the other support teams over the world. The Successful candidate would work from our Contour Karachi Office as an extension of the Global Team.

Key Responsibilities

• Help Bookassist Staff solve technical issues with our Booking Engine and other Systems.
• Answer questions from Bookassist Staff about the features and capabilities of our Booking Engine.
• Develop Procedure documentation for our intranet "Wiki” on an as-needed basis.
• Understand our staff needs and translate them into a comprehensive language for the development and engineering department.
• Keep updated the ticketing system used to track the requests from Bookassist Staff and Partners.
• Gather the required information from our servers in order to attend technical issues reported by Bookassist Staff, Partners or customers.
• Contribute to the development of internal support tools
• Prioritize, balance, multitask competing issues based on impact to end user, customer urgency, length of outstanding issue and political sensitivity.
• Promote and maintain high quality, professional, service-oriented company image with customers and internal staff.

• Bachelors Degree, preferably in a technical discipline. Computer Science Majors most preferred.
• 3 to 5 years of experience in a similar role (customer application support) - Tier 3 technical support preferred.
• Willing to go the extra mile with a strong work ethic; self-directed and resourceful
• Excellent Communication. You know what to say and more importantly, how to say it.
• Understanding of basic relational database concepts.
• Ability to write the four basic SQL statements.
• Knowledge of Unix, Java, JavaScript, JavaScript language, XML/XSL and Json data structure.
• Excellent understanding of the technical fundamentals of the Internet and internet protocols (SSH, SFTP, HTTP, HTTPS); as well as the ability to use diagnostic tools.
• Excellent active listening skills.
• Experience working in a team.
• Excellent verbal and written communication.
• Service Minded.
• You deliver customer and partner support like you expect to receive it, with excellence.

• Knowledge of Git or other control version systems; classes, components, objects, and interfaces.
• Knowledge of Objects Oriented programming and design patterns; Tomcat, Apache, J2EE servers, Node, JMS, Perl, PHP, maven, Gradle, Jenkins, JUnit, JMeter; Stripes, Backbone, React and other MVC frameworks; Web Services technology (SOAP, WSDL, Rest and / or any XML API).
• Familiar with the ticketing systems.

• Excellent Communication Skills.
• Customer Focus
• Able to Manage Time
• Problem Solver
• Ability to work independently and as a team member.
• Ability to work in a fast-paced environment.

• 2^nd Shift (Pakistan Standard Time)

• 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