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Customer Support Representative
 
Job Detail
Industry
Information Technology
Category
Client Services & Customer Support
Total Position
3
Job Type
Full Time/Permanent ( Third Shift (Night) )
Job Location
Karachi, Lahore
Gender
No Preference
Minimum Education
Bachelors
Career Level
Experienced Professional
Minimum Experience
3 Years
Apply By
Oct 11, 2017
Posted On
Sep 18, 2017
Job Description

THE DIVISION


We deliver solutions that consider the full 360 degrees of passenger transport. Whether addressing the needs of a single department, an entire organization, or the community, Trapeze provides some of the most advanced software, intelligent transportation systems (ITS) and mobile technologies in the industry. Hundreds of government and commercial organizations across Europe, North America and Asia Pacific have turned to Trapeze to realize efficiencies, enhance the quality and scope of their services, and safely transport more people with less cost.


THE POSITION


We are looking to build a team of three [including 1 Senior/Team Lead] Customer Support resources, with exceptional verbal and written communication skills to fulfill Level-1 support duties, from Contour-Karachi/Lahore office, as part of Customer Support team serving Trapeze North American and Asia Pacific clients.


The successful candidate will provide technical applications support to customers, which will involve:



  • Answering complex questions on function and usage of products

  • Investigating, managing, tracking and closing client support issues, specifically related to the database and functions of the application(s)

  • Providing trainings to customers, supporting user forums, contributing to the knowledge base, and performing application upgrades for clients

  • Conveying customer feedback to product development staff

  • Escalating tickets to appropriate staff members

  • Performing the role of primary support liaison between company and customer


RESPONSIBILITIES



  • Resolves clients application questions or problems in the areas of database, system configurations/setup, product functionality and business enhancements

  • Create development bug reports, FAQs and knowledge base articles as appropriate

  • Keeps customer informed of how and when problems are resolved

  • Involved in any additional follow up testing and troubleshooting

  • Mollify and diffuse client problems through effective listening skills, positive action, information gathering and/or ticket escalation

  • Prioritize, balance, multi task competing issues with deference to urgency, length of outstanding time and political sensitivity

  • Promotes and maintains a high quality, professional, service oriented company image among users

  • After hours (on call) support


REQUIRED SKILLS



  • Bachelors degree in business or computer science or related experience required

  • 3+ years of customer support experience (preferably with international customers)

  • Excellent oral and written communication skills.

  • Extensive database knowledge (MS SQL and/or Oracle)

  • Ownership of issues through resolution

  • Extensive software and hardware experience in a Windows environment

  • Proficiency with XML/XSL, HTML, CSS and JavaScript

  • Previous experience and/or knowledge of the transit industry is an asset

  • Working knowledge of network infrastructure (DMZ, WAN/LAN, ODBC, etc) is desired.

  • Previous experience with version control tools (SVN) is an asset

  • Windows Server 2008/2012

  • Microsoft Applications - Excel, Word, PowerPoint

  • Working knowledge of various scripting tools and languages (MS SQL Client, TOAD) as well as with database design and tools (MS SQL Server, Oracle).


Required Work Shifts: Monday to Friday4:00/5:00/6:00 PM to 1:00/2:00/3:00 AM


BENEFITS PACKAGE


Contour Software is committed to provide exciting learning opportunities, quality of work, and work-life balance to its employees. Our benefit package includes:



  • 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

  • Professional Development Budget

  • Recreational area for in-house games

  • Sporadic on-shore training opportunities

  • Friendly work environment

  • Leave Encashment

Required Skills

SQL, Strong Communication skills, Customer Service Operations

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