Contour Software
The Division
Volo Commerce provides an ecommerce platform, a reporting platform and services for online sellers to grow sales on marketplaces like Amazon, eBay and OnBuy, and on web stores using platforms like Magento, Shopify and Volo. This combination of comprehensive technology and dedicated professional expertise enables our customers to scale up their business for long term success.
Division Link:
https://www.volocommerce.com/
The Position
Volo is looking for Customer Support Analyst (L2), this role sits within Customer Operations where our focus is revenue retention and growth. You will be specialising in performing resolution of customer queries in relation to the Volo systems and third-party technologies that Volo integrates with, while offering a high level of customer service.
Primarily you will handle support tickets that have been raised by customers through our live chat service, ticketing system and phone line. You will focus on taking personal ownership of the queries and resolving them within our Service Level Agreements (‘SLAs’) and with excellent Customer Satisfaction (CSAT). This resource would be based of our Contour Lahore Office.
Job Responsibility
- Take ownership of user problems and be proactive when dealing with user issues
- Troubleshoot applications and system performance issues
- Ensure effective methods of communication with customers
- Communicate with third parties directly where appropriate to ensure ticket resolution
- Maintain ownership of customer support tickets assigned to other departments and ensure customers are updated in line with our SLAs
- Participate in application testing where required
- Identify trends through problem management and suggest resolutions to collections of issues
- Support our UK and international customers by taking part in on call, evening and weekend shifts to provide out of hours assistance
- Contribute frequently to the Volo customer forum and knowledge base
Required/Essential Skills and Experience:
- Excellent customer service and communication skills – both written and verbal
- A tenacious approach to problem-solving don’t let it go until finished, with excellent analytics skills
- The ability to assess information and make recommendations
- Good interpersonal skills
- Ability to be always learning and acquiring technical skills quickly
- Previous experience in customer support
- Practical experience of working with help desk logging and reporting tools
Desirable Skills:
- HTML, CSS, XML, FTP, SQL, API’s and other web application-related protocols/languages
- Experience using Java and Java apps
- Excel spreadsheet manipulation
- MAC OS/Linux experience
- Understanding of ecommerce and marketplaces like Amazon, eBay and OnBuy, and web store platforms like Magento and Shopify
- Having experience with Zendesk would be an asset
Work Shift:
For the workshift/Support Hours, we will have this added from our end.
- 8 AM 4 PM GMT (1 PM 9 PM Pakistan Standard Time)
- 9 AM 5 PM GMT (2 PM 10 PM Pakistan Standard Time)
- 10 AM 6 PM GMT – (3 PM 11 PM Pakistan Standard Time) (Also includes On Call Responsibility)
- Last Shift would involve On Call responsibilities till 11 PM GMT (4 AM Pakistan Time)
- Work 2 weekend days a month (Atleast).
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
