Contour Software
The Division
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Granbury Retail is a leading provider of POS Software and Service solutions for the Pizza and Coffee Industry. Our product breadth is designed for Independent Operators running 1 location all the way to large chains having hundreds of store fronts. The corporate office is located in the Dallas suburb, Irving, TX. Selected resources are going to work from Contour North Offices.
Division Link
: https://novapointofsale.com/
The Position
We are seeking Customer Care resources; the Customer Care Representative is the first line of contact for our clients. The Customer Care Representative provides product and services information and resolves any emerging technical or non-technical problem that our clients have with accuracy and efficiency of time. They should demonstrate strong computer technical and troubleshooting skills which will allow them to think on the fly in order to come up with solutions and recommendations when one may not be readily available.
Job Responsibilities
- Highly committed to the customer service experience.
- Demonstrate passion for excellence with respect to treating and caring for customers.
- Answer Inbound calls and live remote support chat sessions to assist clients with their technical needs and questions.
- Willingness to work a flexible schedule and occasional overtime when necessary.
- Maximize phone availability to ensure that clients experience minimal hold-times in the queue.
- Demonstrate a quality of “thick skin? with clients that may be difficult at times and assisting them with patience and able to keep composure under pressure.
- Log all relevant details regarding client interactions/services rendered using our ticketing system.
- Work on special projects as assigned by management.
- Resolves product or service problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem.
- Keep up to date on all products and services offered to the clients.
- Work as a team assisting other representatives in order to benefit the department and resolve client issues efficiently and maintain a high level of customer service.
- Resolves product or service problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem, expediting and escalating for resolution; following up to ensure resolution.
- Communicate and coordinate with internal departments
- Answer queries that are initiated through the company website and routing requests through proper channels to assist in generating sales.
- (Willing to work weekends, if required)
Required Qualification & Skills
- Degree in Computer Science.
- 2 years of experience in technical support.
- Ability to perform effectively under stress in a high call volume environment.
- Troubleshooting, problem solving and root-cause analysis skills to promptly resolve client issues.
- Ability to speak and communicate ideas clearly.
- Ability to type 40 wpm.
- Strong work ethic and attention to detail.
Nice to Have
- A+ Certification.
Work Timings
- Monday to Friday ?? 8/9/10 AM to 5/6/7 PM Central Standard Time ( 5 PM to 2 AM Pakistan Time)
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