Customer Support Specialist (Finance & Accounting)
Contour Software
Karachi, PK
5d ago

Division :

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.

Position :

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.

Responsibilities :

  • 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 :

  • University degree.
  • 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 :

  • 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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