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Technical Support Analyst (Fresh Grad)

Job Type
Full Time/Permanent ( Third Shift (Night) )
Job Location
Assignment Detail
Information Technology
Total Position
Customer Support
No Preference
Minimum Education
Career Level
Entry Level
Apply By
Jun 9, 2022
Posted On
Mar 9, 2022

Job Description

The Division
Recognized by Gartner as a "Vendor to Watch, CAKE (a division of Constellation Software Inc.), is a high-growth organization that delivers powerful SaaS-based solutions for advertisers looking to take full advantage of digital marketing opportunities. We leverage bleeding-edge technologies on a global infrastructure to empower our clients with the ability to track and analyze the massive amounts of data generated from multiple channels including search, social, mobile, affiliate, video and more.

The Position
We are looking to hire Technical Support Analyst (Fresh Grad) who will take responsibility for the success of new and existing client relationships. The successful candidate will be passionate about great client service, understand industry principles and have strong technical acumen, must be personable, professional, reasonable, mature, and responsible.
The role is responsible for providing technical support to internal/external clients regarding our SAAS product by way of phone, email, ticketing system and chat.
The candidates will work out of the Contour Software Karachi, working as part of the resource-center team, as an extension of the onshore team.


  • You will deliver a world class client experience which promotes a high level of confidence in Cake through service excellence, fast cycle time, product expertise, aggressive follow-up in communication, and accurate results in deliverables.
  • You MUST be on-time.
  • You will be the frontline of support whereby you will be primarily answering calls and responding to internal/external support tickets through FreshDesk, Fresh Chat and VIP client Slack channels.
  • You will help to ensure that new ticket submissions are responded to within 4 hours and any Urgent tickets are responded to and resolved within 24 hours. This even holds true when you are on call.
  • You will be required to be on call at least one weekend per month or as assigned/requested by your manager.
  • You will escalate DEV related issues (as needed) to tier 2 support or to the Technical Support Team Lead – when doing so, you will be expected to provide a synopsis of the issue, any attempt at resolution, and a plan of action that you believe should be taken and will provide evidence supporting such a plan. A template is provided to you when attempting to escalate such a matter within FreshDesk.
  • You will create new and update existing documentation as assigned or when warranted.
  • You will assist with employee help desk issues when assigned.
  • You will have a never say 'never' attitude.
  • Due to the dynamic nature of our growing business, job expectations' can and will change. Your manager will make a good faith effort to provide you with updated expectations' when needed.
Knowledge, Skills and Abilities (computer, math, language, interpersonal)
  • HTML, HTTP, Photo Editing, some programming and scripting experience are preferred.
  • Excellent oral and written communication skills, with the ability to interact effectively at all levels of internal and external clients (business, creative, and technical contacts at all levels).
  • Understanding of DNS and domain management is preferred.
  • Exchange/SMTP Mail Setup a Plus!
  • Strong analytical, planning and problem-solving skills.
  • Must be highly organized and possess the ability to multi-task.
  • Must be able to easily get along with others and be professional in your relationships with co-workers and clients.
  • Intermediate to advanced user level of Microsoft applications, spreadsheets, internet software, e-mail.
  • Uses the Internet to source information about current recruiting techniques.
  • Must be able to work effectively with employees at all levels in an objective and professional manner when responding to questions and soliciting information related to IT needs.
Educational/Experience Requirements
  • A degree in Computer Science, software engineering or similar field highly preferred.
  • Bachelor's Degree preferred, Some Experience in technical support will be considered an asset
Shift Timings
  • 12:00 PM - 9:00 PM or 9:00 PM – 6 AM or 6 AM – 3 PM (Pakistan Standard Time) – Support Agents will not be required to work night, early morning shifts or cover any weekend shifts during training period. (6 Month Roster)
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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