Global Client Support Specialist (Spanish)

The Global Client Support Specialist provides first-line support to global customers across hotel technology platforms and services. This resource being L1 Support would be Reporting to the Support Team Lead, this role focuses on delivering high quality customer assistance, resolving/escalating reported issues, and maintaining strong internal and external communication. This resource would act as an extension of the Global Bookassist team, the final candidate would work from Contour’s Karachi office.

Responsibilities

Client Support & Training
>• Answering general support queries from our hotel clients over phone and email
>• Providing support for hotels using Bookassist booking engine, channel manager, GDS, CMS website etc
>• Setting up of new hotels, offers, packages and ad hoc tasks in Bookassist reservation system
>• Providing internal support for sales, account management and online marketing functions within the company
>• Liaising with sales and account management teams to ensure the best technical setups are rolled out to clients.
>Technical Support & Issue Resolution
>• Troubleshoot technical and operational issues, guiding customers step-by-step through resolutions.
>• Conduct research and analysis within internal data platforms to support problem-solving.
>• Work with CRM and ticketing tools to manage support cases, feature requests, and documentation.
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>Internal Collaboration
>• Contribute to customer satisfaction metrics including NPS improvement efforts.