As a Senior Technical Support Specialist at Constellation1, you will play a key role in delivering exceptional technical support to our clients. Your primary responsibility will be to troubleshoot software issues, answer client inquiries, and guide users in maximizing the benefits of our solutions. This role provides an exciting opportunity to work in a fast-paced, collaborative environment, where you will manage client-facing support while ensuring client satisfaction and timely problem resolution. Over time, successful candidates will have the opportunity to pursue leadership roles, such as team leadership positions.
Key Responsibilities
- Client Support & Troubleshooting:
- Provide high-quality technical support to clients via telephone, email, or the ticketing system for software-related issues.
- Guide clients in using supported software and help them navigate product features and functions.
- Offer solutions for common software-related and operating system issues.
- Support Management:
- Monitor and manage support tickets, ensuring that client issues are documented accurately and resolved promptly.
- Participate in an after-hours “call duty” schedule to offer continued support outside regular business hours.
- Ensure the efficient handling of service tickets, consistently providing feedback to improve the overall support experience.
- Product Expertise & Client Education:
- Deliver detailed product knowledge and usage insights to clients, proactively suggesting product upgrades to improve their user experience.
- Troubleshoot software and identify potential bugs or areas for improvement.
- Cross-functional Collaboration:
- Work closely with internal teams to communicate client feedback, helping improve products or support processes.
- Documentation & Reporting:
- Maintain organized records of client interactions, troubleshooting steps, and problem resolution outcomes.
- Regularly update documentation with FAQs, troubleshooting tips, and technical resources for internal use.
Skills and Qualifications
Essential Qualifications:
- 5+ years of experience in a technical support or helpdesk environment.
- Excellent communication skills in English, both written and verbal.
- Strong problem-solving and customer service abilities.
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
- Strong organizational skills with the ability to manage multiple tasks simultaneously and meet deadlines.
- Ability to work independently as well as collaboratively in a fast-paced environment.
- High attention to detail and the ability to accurately document support processes and resolutions.
Desirable (but not required):
- Knowledge of real estate software or understanding the real estate industry.
- Basic understanding of accounting principles.
- Familiarity with SQL databases, cloud platforms like Azure or AWS (will be considered an asset).
Work Timings
- Shift Hours: 9 AM to 5 PM CST (10 PM to 7 AM PAK Standard Time)
- Weekend Availability: Willingness to work weekends when required.
- After-Hours Support: Willingness to provide support outside standard business hours as needed.
Exciting Benefits We Offer
- Competitive Salary: Market-leading compensation package.
- Medical Coverage: Including coverage for self, dependents, and parents.
- Provident Fund: A robust retirement plan.
- Employee Performance-based Bonuses: Rewarding individual and team performance.
- Home Internet Subsidy: Supporting remote work setup.
- Conveyance Allowance: Commuting costs covered.
- Profit Sharing Plan: Available to tenured employees.
- Life Benefit: Coverage for employees and dependents.
- Child Care Facility: Family support services on-site.
- Company-Provided Meals: Lunch/Dinner at the office.
- Professional Development: Budget for growth and skill advancement.
- Recreational Area: For relaxation and team-building.
- Occasional On-Site Training: Onshore training opportunities for professional growth.
- Positive Work Environment: A supportive and friendly workplace.
Application Instructions
Interested candidates are encouraged to submit their CV, including relevant work experience, qualifications, and certifications
Asad Hameed is an inspiring professional who advanced from salesman to Managing Director of a renowned print media company with 200 employees in just eight years. His journey reflects his ability to align personal skills and education with career goals, showcasing exceptional dedication and strategic growth. Asad’s expertise lies in helping others unlock their potential, craft impactful job applications, and achieve success. His story serves as a guide for professionals striving to excel in competitive industries.
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