Customer Support Specialist
Contour Software
Karachi, Sindh, PK
4d ago

The Division :

MAJIQ is the proven market leader for sales order processing and manufacturing execution systems software dedicated to the Pulp and Paper industry.

We take pride in the well-built and robust technological solutions we bring to our customers, and we excel in providing software R&D, services and support beyond our competitors.

MAJIQ provides support for our customers on a 24 hours a day, 7 days week basis. We have become trusted enterprise partners with our customers by delivering quality products and services that help their business become more profitable.

We hire and retain great employees.

MAJIQ is part of over 100 companies within the Constellation Software Inc. family. We offer the benefit of working with a medium sized company while enjoying the support and opportunity of being part of a 2000 employee organization.

Constellation Software is an international provider of market leading software and services to a number of industries across both the public and private sectors.

Constellation acquires, manages and builds vertical market software businesses that provide mission-critical software solutions to address the specific needs of its customers in those industries.

The Position :

The Customer Support Specialist supports MAJIQ's pulp and paper customers using MAJIQ's proprietary software application named Elixir.

This position is responsible for ensuring MAJIQ's company goal : 100% Customer Satisfaction.

The Support Specialist works with MAJIQ Elixir Account Managers to assist with addressing customer Tickets and to provide on-going customer service in areas such as software and hardware support, training, and system and process development.

This position also works closely with various other teams within MAJIQ to provide the high level of customer satisfaction.

Essential Duties and Responsibilities

  • Assist Account Managers address the customer service ticket backlog to ensure Elixir issues are addressed according to priority, working with the associated Account Manager or via direct communication with the customer
  • Continue learning about the Elixir application and the Pulp and Paper Industry to strengthen your expertise as a Support Specialist and your ability to support MAJIQ'
  • s customer service effort

  • Follow company procedures as developed for both internal and external work processes
  • Always keep timecard up to date
  • Required Skills & Experience

  • Focus on customer satisfaction
  • Excellent interpersonal and communications skills
  • Fluent in English
  • Ability to work well individually as well as part of a collaborative team
  • Analytical approach to requirements gathering and problem solving
  • Ability to learn software and hardware technology quickly
  • Proficient in business software applications, including Microsoft® Word and Excel®
  • Desired Skills & Experience

  • Experience in the pulp and paper manufacturing process
  • Experience in a customer support role, preferably associated with mission-critical business computer systems
  • Experience maintaining system used in a 24x7 manufacturing environment
  • An AA or BA / BS degree in IT or Business Administration or have held a similar position with like experience
  • IT support experience
  • Working knowledge of software development life cycles
  • Ability to grasp complicated business processes
  • Comfortable with Microsoft Outlook®, Teams®, and Powerpoint®
  • Nice to Have

  • Fluent in one or more of the following : French, Polish, Portuguese, and / or Russian
  • Ability to learn quickly, be self-driven and to work well across teams, disciplines and cultures
  • Willingness to learn MAJIQ software applications and about the pulp and paper industry
  • Ability to succeed in a dynamic environment, and to manage work assignments and schedule, multi-task, and re-prioritize assignments as priorities shift
  • Passionate about work and learning new things
  • Willingness to work outside of normal work schedule to assist with Elixir related emergencies
  • Shift Timings : Monday to Friday 06 : 00 a.m. PDT to 03 : 00 p.m. PDT (06 : 00 p.m. to 03 : 00 a.m. 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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