Technical Support Specialist (Contractual)
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Salary: PKR Negotiable
Contour Software, part of Constellation Software Inc., is hiring a Technical Support Specialist for its Bookassist division in Karachi. Bookassist builds hotel booking and distribution software used by hotels around the world. In this contractual role you will be the frontline contact for hotel clients and the L1 support team, sorting out product issues and keeping support running smoothly. The shift runs from 12 PM to 9 PM Pakistan time, matching European working hours.
What we're looking for:
- Up to one year of experience in SaaS technical support or a similar customer-facing technical role
- Strong spoken and written English, with the ability to explain technical points simply
- Basic SQL skills, including simple queries, joins and filters
- Working knowledge of JavaScript for reading error messages and debugging
- Familiarity with Linux commands and searching log files
- Experience with a ticketing tool such as HubSpot, Zendesk, Zoho or Freshdesk
- Comfortable working a rotating after-hours schedule, including public holidays
Key Responsibilities & Deliverables:
- Act as the first point of contact for customer and L1 team queries coming through the ticketing system
- Diagnose and fix product and system problems such as configuration errors, access issues and application faults
- Collect clear details from customers so each issue is logged and categorised correctly
- Walk customers through fixes step by step and explain basic product features in plain language
- Pass complex cases to Tier 3 support with complete notes, and follow up on open tickets within SLA times
- Use basic SQL queries, JavaScript checks and Linux commands to investigate escalated tickets, and keep team knowledge notes up to date
Skills & Tools:
Position: Technical Support Specialist (Contractual)
Work: On-site
Salary: Market Competitive
Company: CONTOUR SOFTWARE
Work Location: Karachi, Pakistan
Apply by sending your CV + profile through Jobswala.
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