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