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Technical Support Specialist
 
Job Detail
Industry
Information Technology
Category
Client Services & Customer Support
Total Position
1
Job Type
Full Time/Permanent ( Second Shift (Afternoon) )
Department
Customer Support
Job Location
Lahore
Gender
No Preference
Minimum Education
Bachelors
Career Level
Experienced Professional
Required Experience
2 Years - 3 Years
Apply By
May 4, 2021
Posted On
Feb 4, 2021
Job Description

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.

Division Link: https://constellationdealer.com

The Position:
The Constellation Dealership Groups OPE team is looking for a Technical Support Specialist 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
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 a technical field such as engineering or programming)
  • Minimum 2-3 years of experience working in a software/technical support role (knowledge of on-premise and cloud would be a plus) using a ticketing system and a knowledgebase
  • Knowledge of data and database management systems with SQL language skills
  • Windows Operating System and basic hardware troubleshooting
  • Strong working knowledge of Microsoft Office
  • Accounting knowledge an asset
  • Azure/AWS knowledge an asset
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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