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 L1 Support 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 and 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 Bookassist booking engine, channel manager, GDS, CMS website, etc.
• Set up new hotels, 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.