• Customer Support & Issue Resolution: Assist clients with technical issues and inquiries via email, phone, ticketing systems, and live chat. Troubleshoot software-related problems and offer timely resolutions, ensuring a professional user experience.
• Technical Troubleshooting & Escalation: Act as a Tier 2 support level for complex technical issues such as network/server problems, database inquiries, and operating system issues. Escalate unresolved issues to the appropriate development teams. Troubleshoot Client Issues in a timely manner. activations, installs, printing issues, some common errors and those not so common
• Product Knowledge & Guidance: Provide product knowledge and training to clients, suggest software upgrades, and help clients maximize the value of our software products. Ensure clients understand how to use software effectively and provide guidance for best practices.
• Cross-Team Collaboration: Collaborate with Development, QA, and other departments like operations, membership, and event management to resolve technical and service-related issues. Work to ensure all teams are aligned on service delivery and client needs.
• Documentation & Tracking: Document and track client issues through ticketing systems to ensure timely resolution. Update status and next steps to customers regarding open cases.
• Service-Related Support: Support clients with service inquiries, membership upgrades, event bookings, and other client needs to ensure smooth service delivery and customer satisfaction.
• Database Management & Technical Support: Utilize SQL knowledge to query databases and troubleshoot technical issues. Support the installation of server/client applications and assist with software updates and troubleshooting network/server issues. Troubleshoot Client technical issues – networking/hardware issues/connectivity issues
• Event & Service Support: Provide hands-on support for club events and manage member access to exclusive offerings, ensuring top-notch service to members. Assist with testing of the Club product
• Monitor & Improve Satisfaction: Proactively monitor and track client feedback and service-related issues to identify areas of improvement and take action to enhance user experience.
• Time Management & Prioritization: Prioritize and manage multiple requests effectively, ensuring adherence to Service Level Agreements (SLAs) and timely issue resolution.
• Ownership & Accountability: Take ownership of client issues from initiation through resolution, ensuring thorough follow-ups and timely completion.

• Communication Skills: Exceptional verbal and written communication in English. Ability to explain technical concepts to both technical and non-technical clients in a clear and professional manner.
• Technical Proficiency: Strong working knowledge of Microsoft Office and website applications. Experience with SQL (MS SQL or My SQL), Windows Server environments, server/client application installations.
• Customer Service Experience: Minimum of 5+ years in a customer service or helpdesk environment, with a passion for problem-solving and client satisfaction.
• Database & Software Knowledge: Experience with database management, MS SQL Server, and scripting tools/languages (e.g., C#). Knowledge of Microsoft Azure and Virtual Server environments is a plus. Experience with networking and troubleshooting inclusive of Citrix, Terminal services.
• Organizational Skills: Excellent multitasking and organizational skills with attention to detail and the ability to track and resolve multiple issues efficiently.
• Adaptability & Resilience: Ability to work in a fast-paced environment, adapt to new tools, and maintain a positive attitude even under pressure.
• Team-Oriented & Independent: Ability to work effectively both as part of a team and independently, taking ownership of issues and ensuring thorough resolution.
• Educational Requirements: Minimum Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Experience: 3+ years in a similar role (Tier 2 technical support, application support, or customer service), with experience working in a technical support or service environment preferred. Experience in accounting-based applications preferably in the Private or Public Golf Club Industries, Hotel or other related Hospitality Industries an asset.
• Service Minded: A passion for customer service, delivering support as you would expect to receive it, with a focus on quality, professionalism, and customer satisfaction.

• Basic Accounting Knowledge: Familiarity with basic accounting principles is a plus.
• Experience with Ticketing Systems: Knowledge of ticketing and internal systems for tracking and resolving issues is preferred.
• Willingness to Learn: Enthusiastic about learning new tools and processes, especially in the context of club management systems and event coordination.

• A strong passion for customer service and technical problem-solving.
• Excellent communication skills to explain complex technical issues clearly.
• The ability to work in a collaborative, fast-paced, and service-driven environment.
• Strong organizational and time management skills to handle multiple requests effectively.
• A professional demeanor with the ability to maintain confidentiality and handle sensitive information.

• Shift Hours:
  • Training (Probation Period): 9 AM to 5 PM Eastern Standard Time (6 PM to 3 AM Pakistan Standard Time)
  • Post Probation Period: 6 AM to 3 PM Eastern Standard Time (3 PM to 12 AM Pakistan Standard Time)
• Weekend Availability: Must be willing to work on weekends when required.

• After Hours Support: Willingness to provide support outside standard business hours as needed.

• 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