Technical Support Representative

The Position

CoreSense is looking for an experienced Technical Customer Support resource who will be responsible for the providing support/maintenance, monitoring and troubleshooting of systems and trouble shoot network devices located in the CORESense private cloud and on premise at client retail locations. The hired candidate will work out of the Contour Software Karachi office, working as part of the resource-center team, as an extension of the onshore Support team.

Ideal candidate should be intellectually curious, self-motivated and enjoy working with customers and development to ensure customers receive maximum value from their CORESense investment.

Responsibilities

Support customers in the use of our application including help in setting up or using our application. Requires interaction with customers via Autotask, chat or email.

Analyze reported issues and report potential non-resolvable issues to development.

Replicate reported issues and transfer to development through GitLab with clear reproduction steps and analysis.

Decrease incoming volume by striving toward first contact resolution and proactively documented recurring help requests in our Knowledgebase.

Continuously improving product knowledge using our online help and release notes.

Required Competencies/Skills/Experience/Education/Training/or Equivalent Combination:

Bachelors in IT, Computers or relevant field /Associate degree in computer sciences or equivalent training or experience.

3+ years of proven work experience in Technical Support (even personal servers)

Experience with products related to ERP, inventory, order management or Ecommerce.

Experience working with APIs using Postman or similar.

Experience troubleshooting HTML, CSS and Java Script

Knowledge or relational databases and working with dBase visualization and query tools.

Experience with online shopping carts such as Shopify or Bigcommerce.

Solid English language written and verbal communication skills.

Proven problem solver with ability to work under your own initiative.

Highly motivated, self-directed, and well organized