Customer Support Agent
Contour Software
Karachi, Sindh, PK
5d ago

THE DIVISION

Harris provides mission critical software solutions for the Public Sector, Healthcare, Utilities and Private Sector verticals throughout North America, Europe, Asia and Australia.

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THE POSITION

  • We are looking to hire an Customer Support Agent to handle Tier 1 level support calls for our Financial group. This position requires strong IT customer support experience and verbal and written communication skills, to fulfill support duties for multiple ERP'
  • s, from the Contour offices, as part of Harris's global Finance / Client Care team.

    RESPONSIBILITIES

  • Act as the first line of communication with clients, thus focusing intently on customer satisfaction and relationship management
  • All tickets assigned a problem type, identified as either Tier 1 or Tier 2 support, and assigned to a member of the Finance Systems Support queue within 4 business hours in receipt of the ticket.
  • Identify and escalate tickets outside of Tier 1 support capabilities and perform a detailed written hand-off, and if required, verbal hand-off to a Tier 2 resource.
  • All tickets in a Tier 1 status must not exceed 2 business days in the ticket queue. A resolution, user approved ticket closure (with support attached), status change to pending or escalation to Tier 2, is required by the 3rd business day.
  • User setup, and access modification issues are marked as resolved within 1 business day from ticket transfer into the Finance Systems Support queue, and have the required access approval support included in, or attached to the ticket.
  • Meets all defined service levels for unresolved problems, re-assigns ticket to the appropriate internal / external team
  • Makes recommendations to address problems, improve service and provide improved support
  • All tickets in a pending status contain the pending reason. All pending tickets should be transferred out of pending status within 2 business days of the assignment of the ticket to pending.
  • Handle Tickets / Work Requests / Projects with the Onshore Team.
  • REQUIRED SKILLS

  • Bachelor's degree in computer science or related field.
  • 2+ years of enterprise software support experience (preferably with international customers)
  • Customer Focus - Building strong customer relationships and delivering customer-centric solutions.
  • Proficient in English speaking, reading, and writing.
  • Proven ability to learn and gain working knowledge of new systems and business processes.
  • Proficient in the following Microsoft Office 365 applications : Outlook, Word, Excel, Teams
  • Flexibility / adaptability - Adjusts quickly to changing priorities and conditions. Copes effectively with complexity and change.
  • Communicates Effectively - Developing and delivering multi-mode communications (verbal and written) that convey a clear understanding of the unique needs of different audiences with clients at all levels;
  • from senior executives to accounting clerks and third-party implementers

  • Drives Results - consistently achieving results, even under tough circumstances.
  • Attention To detail does not let important details slip through the cracks.
  • Reliable can be counted on to deliver quality work on time, or communicate any delays in advance of deadlines.
  • Teamwork - Positive team attitude and ability to adapt to a fast-pace environment
  • Good To Have

  • Experience with Great Plains shall be an asset
  • Basic knowledge of the structure of a Financial Services team.
  • Work Timing : Monday to Friday 8 AM to 5 PM EST (5 PM to 2 AM 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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