CDS-IDS (a Constellation Software company) is the market leader enterprise solution for Marine & RV Dealers, running well over 1,000 dealer organizations all across North America.
This role is to be filled at our parent company's resource center; Contour Software Karachi Office.
We are looking to hire an Enterprise Software Support / Customer Support professionals, with advanced Accounting Skills , exceptional analytical, verbal and written communication skills, to fulfill support duties for CRM & Finance modules of our system.
The selected candidate shall work out of the Contour Software Karachi office, working as part of the resource-center team, as an extension of the onshore IT team.
Act as the first line of communication with clients, thus focusing intently on customer satisfaction and relationship management.
Resolve user knowledge-caused issues and other configuration, troubleshooting and software installation issues.
Answering complex questions on function and usage of products.
Investigating, managing, tracking and closing client support issues, specifically related to the database and functions of the application(s).
Meets all defined service levels for unresolved problems, re-assigns ticket to the appropriate internal / external team.
Applies technical aptitude (operating systems, PCs, printers), remote.
Advises the Team Leader - Customer Care, of sensitive Client Situations.
Attends and participates in Team meetings.
Attends CHS product training, as required.
Makes recommendations to address problems, improve service and provide improved support.
Develops frequently asked questions (FAQ) documentation.
Required Skills :
3 to 10 years of enterprise software support experience (preferably with international customers).
Industry experience residential / commercial construction, property management, real estate management concepts / methodologies and general accounting practices.
Proficient in MS Windows applications.
Excellent communication skills with clients at all levels from senior executives to accounting clerks and third-party implementers.
An aptitude for caring for Customers and must have the analytical ability to resolve customer issues.
Comfortable managing conflicting demands.
Excellent interpersonal skills (verbal and written).
Positive team attitude and ability to adapt to a fast pace environment.
Superior analytical skills and works well under pressure.
Nice to have :
Experience with SQL.
Experience with any ERP application in a Customer Support / Client Care role.
Work Timings :
8 AM to 5 PM Eastern Standard Time (5 PM to 2 : 00am Pakistan Standard Time).
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