The Division :
Constellation's Dealership Group (https : / / constellationdealer.com) provides software and related services to dealerships across North America.
It is comprised of market leading product lines which offer mission critical software across the following specialized dealership markets : Outdoor Power Equipment ( "OPE ), Power Sports, Agriculture, Lift Truck, RV, and Marine.
The Constellation Dealership group is part of Constellation Software Inc., a Canadian-based company, with annual revenues of approximately $3.5 billion.
The Position :
The Constellation Dealership Groups OPE Ideal team is looking for a Technical Support Specialist (Accounting Product) at the Contour office in Lahore, Pakistan.
This individual would be a part of a team which will be responsible for providing excellent and responsive software, basic hardware (e.
g., printer connections, reconnect a Microsoft service), and hosting support to customers of our proprietary application via a combination of email, live chat or phone channels.
We are seeking an individual that is analytical, customer-focused and bright.
Skills and Qualifications :
Enthusiastic, quick learner with strong attention to detail
Outstanding command of English (verbal and written). Experience living or studying in North America or the U.K. would be a plus.
Customer service focused. Polite, professional, and tactful.
Strong analytical and problem-solving skills
Basic ERP Accounting knowledge (AR / AP / GL)
Working Knowledge of QuickBooks / Peachtree would be an asset
Primary duties include :
Support and troubleshoot customers' proprietary software and hardware issues / questions via telephone, email and / or live chat
Use ticketing system to open tickets, prioritize ticket queue, update and close tickets with complete and accurate documentation in a timely and effective manner
Identify and escalate key support and product issues to team lead
Handle after-hours inquires, as required
Achieve 80%+ positive customer satisfaction rating on closed support tickets
Achieve KPIs in line with other team members (e.g., tickets closed per day, avg. resolution time, etc.)
Assist with maintaining an up-to-date knowledgebase
Educational / Technical Requirements :
Bachelor's degree or equivalent ( preference for accounting or business management )
Minimum of 1 2 years of experience working in a software / technical support role (knowledge of on-premises and cloud would be a plus) using a ticketing system and a knowledgebase
Strong working knowledge of Microsoft Office
Windows Operating System and basic hardware troubleshooting
Knowledge of data and database management systems with SQL language skills would be a plus
Fluent in verbal and written English
Work Shift :
9 AM to 6 PM Eastern Standard Time
Willing to work weekends, if required
Exciting Benefits we offer :
Medical Coverage Self & Dependents
Parents Medical Coverage
Employee Performance-based bonuses
Home Internet Subsidy
Profit Sharing Plan Tenured Employees Only
Child Care Facility
Company Provided Lunch / Dinner
Professional Development Budget
Recreational area for in-house games
Sporadic On-shore training opportunities
Friendly work environment