Technical Support Specialist (Accounting)
Contour Software
Lahore, Punjab, PK
5d ago

The Division :

Constellation's Dealership Group (https : / / constellationdealer.com) 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 Ideal 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)
  • Working Knowledge of QuickBooks / Peachtree would be an asset
  • 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-premises and cloud would be a plus) using a ticketing system and a knowledgebase
  • 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
  • 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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