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

• 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

• 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

• 9 AM to 6 PM Eastern Standard Time (Willing to work weekends, if required)

• 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