customer support technician

The Children's Place

<div><p><b>Location:
</b></p>Lahore,
<h2 class="jobSectionHeader"><b>Job Summary:
</b></h2>The Client Services Technician role requires a high level of technical proficiency and requires an individual with strong communication skills. Must quickly and effectively diagnose, and resolve issues related to Windows PC&rsquo;s, Mac, mobile devices, printers, and Teams conferencing. The individual must be customer focused, passionate about the end user experience, enjoys challenging themselves constantly to improve, and empowering the end user community by providing IT knowledge and tools.
<h2 class="jobSectionHeader"><br>
<b>Responsibilities:
</b></h2><p><b>Key Accountabilities:
</b></p><ul><li>Resolve support calls and email requests to meet or exceed service level objectives
</li><li>Troubleshoot hardware, software, network, and printing issues
</li><li>Maintain and troubleshoot Windows 10/11 and Mac OS Environments
</li><li>Install and configure New Hire hardware and software
</li><li>Support Mobile Devices including iDevices and Androids
</li><li>Document all incidents and service requests into ServiceNow to identify trends
</li><li>Knowledgebase documentation
</li></ul><p></p><p><b>Education and Experience:
</b></p><ul><li>Bachelor&rsquo;s degree or technical training preferred
</li><li>Minimum 2-5 years&rsquo; experience at a corporate helpdesk
</li><li>Retail industry experience a plus
</li><li>Experience with software including, but not limited to Mac OS, working knowledge of older Windows Operating systems and productivity software, Active Directory Administration and Exchange, Cisco VPN, Intune and JAMF
</li></ul><p></p><p><b>Skills and Behaviors:
</b></p><ul><li>Technical knowledge of hardware including, but not limited to desktops, laptops, peripherals, printers, iPhones, Androids, and iPads
</li><li>Proficient in PC and Mac
</li><li>Familiarity with Casper Suite (Mac Management tool) a plus
</li><li>Exceptional interpersonal, customer service, and verbal and written communications skills
</li><li>Demonstrated project and time management skills
</li><li>Basic Network concepts
</li><li>Active Directory, Microsoft Exchange, Azure and Intune
</li><li>Cisco AnyConnect/Multifactor</li></ul></div>

Client Services Technician-2

OUTCOMES

<div><p><b>JOB SUMMARY </b>(updated February 2024)</p><p>
The Client Support Representative delivers high-level service, support, and solutions to customers using specific tools and phone systems, teleconference tools, and remote connection. The Client Support Representative will answer a high volume of calls from our clients.</p><p><b>
ESSENTIAL DUTIES &amp; RESPONSIBILITIES</b>
</p><p><b>Customer Interaction</b>
</p><ul><li>Respond promptly and professionally to inbound calls and other communication channels.
</li><li>Provide accurate and relevant information to clients regarding products, programs, and services.
</li><li>Address client inquiries and concerns with a customer-centric approach.
</li></ul><p><b>Issue Resolution</b>
</p><ul><li>Identify and troubleshoot client issues, escalating them appropriately when necessary.
</li><li>Utilize a ticketing system to efficiently manage and track client concerns adhering to documentation standards.
</li><li>Offer effective and timely solutions to meet client needs.
</li></ul><p><b>Product Knowledge</b>
</p><ul><li>Maintain a comprehensive understanding of the company's products, programs, and services.
</li><li>Stay informed about updates and changes in offerings to assist clients effectively.
</li><li>Utilize and maintain product knowledge base</li><li>
Submit Knowledge Base articles to be verified by Senior Staff, and revise when needed per KPI.</li></ul><p><b>
Process Adherence</b>
</p><ul><li>Adhere to standard processes and procedures in handling client interactions.
</li><li>Ensure compliance with established protocols for issue resolution.
</li></ul><p><b>Team Collaboration</b>
</p><ul><li>Collaborates effectively with internal teams to gather information, resolve customer issues and enhance the overall client experience.
</li><li>Communicate regularly with team members to share insights and updates.
</li></ul><p><b>Documentation</b>
</p><ul><li>Accurately record and document client interactions and resolutions.
</li><li>Keep detailed and organized records for reference and reporting purposes.
</li></ul><p><b>Client Retention</b>
</p><ul><li>Offer alternative solutions when appropriate with the goal of retaining clients' business.
</li><li>Analyze client needs and recommend relevant features to enhance their experience.
</li></ul><p><b>Continued Development</b>
</p><ul><li>Stay current with industry information, changes, and updates to provide informed support.
</li></ul><p><b>Adaptability</b>
</p><ul><li>Demonstrate flexibility and adaptability in a dynamic and evolving client support environment.
</li></ul><p><b>Ad-hoc Support</b>
</p><ul><li>Assist with additional support-related tasks and participate in Ad-Hoc projects as needed.
</li></ul><p><b>KNOWLEDGE &amp; REQUIREMENTS</b></p><ul><li>
Experience in a technical call center environment preferred.
</li><li>Certified Pharmacy Technician preferred.
</li><li>Ability to handle difficult client interactions and deescalate a situation using excellent listening and communication skills to relate to the client and resolve their issue effectively.
</li><li>Ability to evaluate and analyze problems or tasks from multiple perspectives; adaptively employ problem solving methods to find creative or novel solutions; use logical, systematic, and sequential processes to solve problems.
</li><li>Communicate ideas, thoughts, and facts in writing using proper grammar, spelling, document formatting and sentence structure.
</li></ul><p><b>EDUCATION &amp; EXPERIENCE REQUIREMENT</b>
</p><ul><li>Minimum years of work experience: 2 years
<ul><li>Experience working with healthcare professionals in a fast-paced clinical setting preferred
</li></ul></li><li>Minimum level of education or education/experience: High School Diploma
<ul><li>A minimum of a High School Diploma or G.E.D.; Preferred: A Bachelor&rsquo;s degree in a related field from an approved and accredited college or university.
</li></ul></li></ul><p><b>PHYSICAL REQUIREMENTS</b></p><p>
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
</p><ul><li>Frequent sitting in stationary position at a desk
</li><li>Occasional standing, walking, stooping, kneeling, squatting, and climbing stairs
</li><li>Occasional twisting of body
</li><li>Occasional reaching by extending hands and arms in any direction
</li><li>Occasional lifting, pulling, or pushing
</li><li>Uses of basic office equipment within corporate and home office environment. Will be filing (lifting, reaching, bending) and possibly lifting boxes, up to 10 lbs.
</li><li>This position works in an office environment with moderate noise, including some work situations that could present repetitive muscular and vision strain.
</li></ul><p></p><p><b>What&rsquo;s In It For You?</b></p><ul><li>
Medical, Dental and Vision Plans</li><li>
Voluntary Benefits</li><li>
HSA &amp; FSA</li><li>
Fertility &amp; Family Planning Benefits</li><li>
Paid Parental Leave</li><li>
Adoption Assistance Program</li><li>
Employee Resource Groups</li><li>
Flex PTO for Exempt Associates &amp; up to 15 PTO days in first year of employment for non-exempt associates</li><li>
11 Paid Holidays</li><li>
Corporate Wellness Program</li><li>
401k Employer Match &amp; Roth Option Available &ndash; immediate eligibility</li></ul></div>

Client Support Rep Technical

Contour Software

<div>
 <strong>
  <strong>
   About Contour
   <br/>
   <br/>
  </strong>
 </strong>
 Contour Software has grown from a dozen people to over 2,000 staff across 3 cities, in less than 14 years.
 <br/>
 <br/>
 As a subsidiary of Constellation Software Inc., we are proud to be part of a global enterprise software conglomerate that has grown to become one of the top 10 software companies in the world, with employees and customers in 100+ countries. With a broad-based and ever-growing portfolio of market-leading, vertical-market enterprise solutions covering more than 100 industry domains in predominantly mature markets, CSI's recipe creates the perfect environment for professionals to build fulfilling, long-term careers.
 <br/>
 <br/>
 What started as an R&amp;D &amp; Accounting back-office, has progressed into a full-service Global Centre serving all functions and departments, at the divisional as well as operating group/corporate level. Today Contour employees, located in Karachi, Lahore &amp; Islamabad, are serving CSI divisions located in time zones spanning the globe, from Sydney to Vancouver. With the global growth of Constellation as the wind in our sails, we are only just getting started!
 <br/>
 <br/>
 <strong>
  <strong>
   About Contour:
   <br/>
   <br/>
  </strong>
 </strong>
 Contour Software is a global delivery hub for Constellation Software Inc. (CSI), one of the world&rsquo;s top 10 software companies. In just 14 years, Contour has grown to over 2,000 employees across Karachi, Lahore, and Islamabad, supporting CSI&rsquo;s 100+ vertical market software businesses around the world. From its origins in R&amp;D and finance, Contour now provides full-service support across functions&mdash;from customer experience to product development&mdash;for CSI&rsquo;s global operations.
 <br/>
 <br/>
 <strong>
  Division:
  <br/>
  <br/>
 </strong>
 Jonas Club ERP is the industry leader in enterprise software for private clubs. Serving over 2,200 clubs in 17+ countries, Jonas Club ERP helps streamline operations and deliver exceptional member experiences. This role is part of Jonas&rsquo;s global support team, focused on delivering world-class customer service for a suite of products trusted by golf clubs, country clubs, city clubs, and hospitality venues.
 <br/>
 <br/>
 <strong>
  Division Link:
 </strong>
 https://www.jonasclub.com/
 <br/>
 <br/>
 <strong>
  <strong>
   The Role:
   <br/>
   <br/>
  </strong>
 </strong>
 We are looking for a high-energy, service-driven Product Support Technician to join our Contour team. You&rsquo;ll be the first line of support for Jonas Club ERP users, resolving technical issues, guiding customers through system usage, and delivering a consistently professional experience across multiple support channels.
 <br/>
 <br/>
 This is a full-time, virtual support role requiring technical aptitude, service mindset, and a commitment to learning. Success in this role means embracing virtual training, adapting to new systems, and providing exceptional support with speed and empathy.
 <br/>
 <br/>
 <strong>
  <strong>
   Requirements:
   <br/>
   <br/>
  </strong>
 </strong>
 You bring a strong foundation in customer support and technical troubleshooting&mdash;ideally in contact centre software, club operations, or the hospitality industry. More importantly, you bring:
 <br/>
 <br/>
 <ul>
  <li>
   Technical aptitude &ndash; Comfortable navigating software, understanding system architecture, and troubleshooting issues in real time.
  </li>
  <li>
   Relevant experience &ndash; Prior exposure to customer product support in software, hospitality, or club environments.
  </li>
  <li>
   A growth mindset &ndash; Willingness to learn new tools, adapt to evolving customer needs, and succeed in a virtual training setting.
  </li>
  <li>
   Adaptability &ndash; Thrives in dynamic environments, open to feedback, and ready to take ownership of challenges.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  <strong>
   Key Responsibilities:
   <br/>
   <br/>
  </strong>
 </strong>
 <ul>
  <li>
   Customer Support &amp; Issue Resolution: Respond to clients via phone, email, chat, and ticketing platforms. Diagnose and resolve technical issues with professionalism and speed.
  </li>
  <li>
   Product Knowledge &amp; Guidance: Help clients maximize the value of our software, explain feature usage, and recommend upgrades or best practices where needed.
  </li>
  <li>
   Cross-Functional Collaboration: Work with internal teams (Development, QA, Product) to escalate and resolve complex issues. Liaise with club-facing roles to support broader club operations.
  </li>
  <li>
   Process &amp; Documentation: Track and document all support activity using internal systems. Maintain detailed records and knowledge base updates.
  </li>
  <li>
   Service Support &amp; Member Experience: Assist with booking, membership inquiries, and club service coordination to ensure a seamless client experience.
  </li>
  <li>
   Client Satisfaction &amp; Continuous Improvement: Monitor feedback, contribute to process refinement, and flag areas of friction to enhance overall client satisfaction.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  <strong>
   Skills &amp; Qualifications:
   <br/>
   <br/>
  </strong>
 </strong>
 <strong>
  Core Competencies (Must Have)
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Excellent communication skills &ndash; Clear, professional verbal and written English to explain technical concepts to clients and colleagues.
  </li>
  <li>
   Customer service experience &ndash; Proven background in customer support or helpdesk roles, with a passion for solving problems and delivering value.
  </li>
  <li>
   Technical troubleshooting ability &ndash; Confident diagnosing software, network, and system issues with a logical, methodical approach.
  </li>
  <li>
   Organizational strength &ndash; Skilled at managing multiple priorities, tracking open tickets, and ensuring follow-through.
  </li>
  <li>
   Adaptability &amp; resilience &ndash; Able to learn quickly, stay calm under pressure, and adjust to new systems or workflows.
  </li>
  <li>
   Soft skills for service excellence &ndash; Active listening, empathy, patience, and a client-focused mindset that builds trust and satisfaction.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  <strong>
   Technical Proficiency:
   <br/>
   <br/>
  </strong>
 </strong>
 <ul>
  <li>
   Knowledge of networking fundamentals, including Windows file sharing, drive mapping, and port forwarding is an asset
  </li>
  <li>
   Familiarity with Windows Server environments: processor specs, domain controllers, Active Directory, group policy management is an asset
  </li>
  <li>
   Experience with Microsoft Office, CRM systems, and basic HTML is an asset
  </li>
  <li>
   Understanding of VMware or Hyper-V is a plus is an asset
  </li>
  <li>
   Exposure to PowerShell scripting is an asset
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  <strong>
   Education &amp; Experience:
   <br/>
   <br/>
  </strong>
 </strong>
 <ul>
  <li>
   Experience in software support, hospitality, club operations, or similar industries is highly desirable
  </li>
  <li>
   3-5+ years in technical support, customer service, or helpdesk environments
  </li>
  <li>
   Bachelor&rsquo;s degree in computer science or a related discipline
  </li>
  <li>
   Familiarity with ticketing systems and support platforms
  </li>
  <li>
   Knowledge of basic accounting concepts
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  <strong>
   What You&rsquo;ll Bring:
   <br/>
   <br/>
  </strong>
 </strong>
 <ul>
  <li>
   Client Focus &ndash; A service-first mindset with empathy and accountability
  </li>
  <li>
   Technical Curiosity &ndash; Eagerness to learn how things work and solve problems
  </li>
  <li>
   Flexibility &ndash; Comfort with evolving tools, systems, and service standards
  </li>
  <li>
   Professionalism &ndash; Discreet, courteous, and reliable in every interaction
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  <strong>
   Work Schedule &amp; Availability:
   <br/>
   <br/>
  </strong>
 </strong>
 <ul>
  <li>
   Training Period: 9 AM &ndash; 5 PM EST (6 PM &ndash; 3 AM PKT)
  </li>
  <li>
   Post Training Schedule Availability: Must be open to work a rotating 24/7 shift including weekends and after-hours as business needs require.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  <strong>
   Exciting Benefits We Offer:
   <br/>
   <br/>
  </strong>
 </strong>
 <ul>
  <li>
   Market-leading Salary
  </li>
  <li>
   Medical Coverage &ndash; Self &amp; Dependents
  </li>
  <li>
   Parents Medical Coverage
  </li>
  <li>
   Provident Fund
  </li>
  <li>
   Employee Performance-based bonuses
  </li>
  <li>
   Home Internet Subsidy
  </li>
  <li>
   Conveyance Allowance
  </li>
  <li>
   Profit Sharing Plan [Tenured Employees Only]
  </li>
  <li>
   Life Benefit
  </li>
  <li>
   Child Care Facility
  </li>
  <li>
   Company Provided Lunch/Dinner
  </li>
  <li>
   Professional Development Budget
  </li>
  <li>
   Recreational area for in-house games
  </li>
  <li>
   Sporadic On-shore training opportunities
  </li>
  <li>
   Friendly work environment
  </li>
  <li>
   Leave Encashment
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  <em>
   Disclaimer:
  </em>
 </strong>
 <em>
  At Contour, we attribute our success to the unique contributions of our diverse staff. We&rsquo;re committed to fostering a culture of respect that thrives on the varied perspectives and experiences of all individuals we recruit, employ, promote, and compensate. Since day one, we&rsquo;ve adhered to a policy that champions a work environment honoring the worth and dignity of each person while being free from all forms of employment discrimination.
  <br/>
  <br/>
 </em>
 <em>
  In our continuous effort to promote inclusivity, we extend our commitment to individuals with special needs by providing reasonable accommodations. We actively encourage qualified individuals with special needs to apply for the various openings within our company. Should you require assistance in completing the application process or have any inquiries regarding special facilities, please do not hesitate to contact our HR team. Your unique talents and abilities are welcomed and valued here.
 </em>
</div>


Product Support Technician

Mena Water FZC

<div><div><b>Key Responsibilities:</b></div><ul><li><b>
Customer Support</b>: Serve as the primary point of contact for customers, addressing their inquiries, concerns, and service requests promptly and professionally.</li><li><b>
Technical Assistance</b>: Diagnose and troubleshoot issues with water treatment equipment, providing effective solutions and repairs.</li><li><b>
Maintenance and Repairs</b>: Perform routine maintenance and emergency repairs on electromechanical systems, ensuring optimal performance and compliance with safety standards.</li><li><b>
Documentation</b>: Maintain accurate records of service activities, including work orders, service reports, and customer interactions.</li><li><b>
Training and Guidance</b>: Provide technical training and support to customers and junior technicians, enhancing their understanding of equipment operation and maintenance.</li><li><b>
Quality Assurance</b>: Ensure all service activities meet company quality standards and customer expectations.</li><li><b>
Inventory Management</b>: Monitor and manage spare parts inventory, ensuring availability of necessary components for timely repairs.</li><li><b>
Continuous Improvement</b>: Stay updated with the latest advancements in water treatment technology and electromechanical systems, applying new knowledge to improve service efficiency.</li></ul><div><br>
<b>
Key Generic Skills:</b></div><ul><li><b>
Technical Skills</b>: Proficiency in diagnosing and repairing electromechanical systems, with a strong understanding of water treatment processes and equipment.</li><li><b>
Customer Service</b>: Excellent communication and interpersonal skills, with a customer-centric approach.</li><li><b>
Problem-Solving</b>: Strong analytical and problem-solving abilities, with attention to detail.</li><li><b>
Team Player</b>: Ability to work collaboratively with cross-functional teams and contribute to a positive work environment.</li><li><b>
Flexibility</b>: Willingness to travel and work outside regular business hours as needed.</li></ul><div><br>
<b>
Qualification &amp; Experience:</b></div><ul><li><b>
Minimum Qualifications:</b> Diploma or degree in Electromechanical Engineering, Electrical Engineering, or a related field.</li><li><b>
Minimum Experience: </b>Minimum of 3 years of experience in a similar role, preferably in the water treatment industry.</li></ul></div>

Electromechanical Service Advisor

MENA-Water

Key Responsibilities <ul><li>Customer Support: Serve as the primary point of contact for customers, addressing their inquiries, concerns, and service requests promptly and professionally.</li><li>Technical Assistance: Diagnose and troubleshoot issues with water treatment equipment, providing effective solutions and repairs.</li><li>Maintenance and Repairs: Perform routine maintenance and emergency repairs on electromechanical systems, ensuring optimal performance and compliance with safety standards.</li><li>Documentation: Maintain accurate records of service activities, including work orders, service reports, and customer interactions.</li><li>Training and Guidance: Provide technical training and support to customers and junior technicians, enhancing their understanding of equipment operation and maintenance.</li><li>Quality Assurance: Ensure all service activities meet company quality standards and customer expectations.</li><li>Inventory Management: Monitor and manage spare parts inventory, ensuring availability of necessary components for timely repairs.</li><li>Continuous Improvement: Stay updated with the latest advancements in water treatment technology and electromechanical systems, applying new knowledge to improve service efficiency.</li></ul> Key Generic Skills <ul><li>Technical Skills: Proficiency in diagnosing and repairing electromechanical systems, with a strong understanding of water treatment processes and equipment.</li><li>Customer Service: Excellent communication and interpersonal skills, with a customer-centric approach.</li><li>Problem-Solving: Strong analytical and problem-solving abilities, with attention to detail.</li><li>Team Player: Ability to work collaboratively with cross-functional teams and contribute to a positive work environment.</li><li>Flexibility: Willingness to travel and work outside regular business hours as needed.</li></ul> Qualification & Experience <ul><li>Minimum Qualifications: Diploma or degree in Electromechanical Engineering, Electrical Engineering, or a related field.</li><li>Minimum Experience: Minimum of 3 years of experience in a similar role, preferably in the water treatment industry.</li></ul>

Sysnet Global Technologies Pvt.Ltd

<div><div>Key Responsibilities:</div><div></div><div><br>
1. Technical Support: Provide timely and effective technical, Troubleshoot and resolve technical issues related to the product . Install and implement new programs, upgrade OS and hardware, take data backup and conduct recovery process<br>
</div><div></div><br>
<div>2. Problem Solving: Analyze customer problems, diagnose root causes, and implement solutions to resolve issues promptly.</div><div>
3. Customer Communication: keep customer proactively informed , maintain a professional and courteous demeanor .</div><div>
4. Product Knowledge: Develop a deep understanding of the product or service offerings to provide accurate and relevant support. Stay updated on product changes, updates, and new features.</div><div>
5. Escalation Management: Escalate complex technical issues to the appropriate teams within the organization for further investigation and resolution. Follow up with customers to ensure that escalated issues are resolved satisfactorily.</div><div>
6. Feedback Collection: Gather feedback from customers regarding their experiences with the service provided.</div><div>
7. Collaboration: Collaborate with cross-functional teams including logistics and ensure defective /unused goods parts are returned immediately after the call. 8. Should be able to check environmental parameters such as earthling for the proper functioning of product. .</div><div></div><div><br>
Qualifications</div><div></div><div><br>
Diploma/Degree</div><div></div><div><br>
Knowledge &amp; Technical Skills</div><div></div><ul><li><br>
knowledge of desktop operating systems like MS windows , product problem symptoms and associated root cause .</li><li>Proficiency in hardware installation, troubleshooting, and maintenance.</li><li>Familiarity with networking concepts, protocols, and troubleshooting.</li><li>Experience with software installation, configuration, and support.</li><li>Knowledge of antivirus software, firewalls, and security best practices.</li></ul><div></div><div><br>
Experience ( Relevant )</div><div></div><div><br>
1-3 Yrs</div></div>

Customer Support Engineer

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