Technical Support Specialist - Accounting
Contour Software
Lahore, Punjab, PK
11h ago

The Division :

Constellation's Dealership Group 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 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)
  • 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-premise and cloud would be a plus) using a ticketing system and a knowledgebase
  • Basic Accounting knowledge would be preferred
  • 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
  • Azure / AWS knowledge an asset
  • 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 :

  • 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
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