The Division:

Bookassist is an innovative, multi-award-winning industry leader in hotel booking and distribution software and online strategy. Bookassist provides both technology and online strategy for hotels, lowering costs and increasing direct online business. The award-winning Bookassist booking engine is the ideal SaaS solution for reservations automation, with PMS integration, agent/corporate login, and loyalty modules. The cloud-based Distribution Manager is a world-class channel manager with dynamic margin optimization and GDS/IDS.

Bookassist - We Make Your Bookings More Profitable

Bookassist helps hotels increase direct bookings and profit. We combine leading technology and expert strategy to actively raise ROI and lower CPA.

Position Overview

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

Key Responsibilities

Client Support & Training

• Answer general support queries from our hotel clients over phone and email.
• Provide support for hotels using the Bookassist booking engine, channel manager, GDS, CMS website, etc.
• Set up new offers, packages, and ad hoc tasks in the Bookassist reservation system.
• Provide internal support for sales, account management, and online marketing functions within the company.
• Liaise 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.

Internal Collaboration

• Contribute to customer satisfaction metrics including NPS improvement efforts.

Job Requirements

Core Skills

• Strong written and verbal communication skills.
• Ability to deliver clear and accurate guidance to customers.
• Excellent problem-solving abilities and attention to detail.
• Ability to stay calm under pressure in a fast-paced environment.
• Strong computer proficiency and comfort with multi-system workflows.

Technical Competencies

• Familiarity with CRM and customer support systems.
• Knowledge of booking systems, data platforms, or real estate datasets is an advantage.

Experience & Education

• 1+ year experience in a customer-facing environment such as hospitality (reception, reservations, e-commerce, revenue) or technical/customer support.
• Relevant third-level degree preferred.

Languages

• Fluent written and spoken English.
• Knowledge of Italian or German would be considered an asset.

Work Conditions

• 12 PM to 9 PM Pakistan Standard Time (9 AM to 5 PM European Standard Time).
• Weekend availability: Must be willing to work on weekends when required.
• Willingness to provide support outside standard business hours as needed.