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Technical Support Specialist

Job Type
Full Time/Permanent ( Third Shift (Night) )
Job Location
Assignment Detail
Information Technology
Total Position
Customer Support
No Preference
Career Level
Experienced Professional
Apply By
Jul 27, 2021
Posted On
Apr 27, 2021

Job Description

The Division:
ACCEO Retail Solutions provides secure transaction registration and efficient data analysis for our customers in the retail industry. The ACCEO Retail Solutions POS software's have been built for the multiple retail industry with a particular focus on the operations system for the front-end terminals.

The Position:
ACCEO Retail Solutions is looking for a Technical Support Specialist at the Contour office. 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-premises and cloud would be a plus) using a ticketing system and a knowledgebase
  • Knowledge of MySql queries
  • Knowledge of data and database management systems with SQL language skills
  • Legacy software coded in Delphi and .NET would be a nice to have
  • Understanding Retail (must have)
  • Understanding Retail POS and ecosystem would be a nice to have
  • Windows Operating System and basic hardware troubleshooting
  • Strong working knowledge of Microsoft Office
  • Excellent English written and verbal communication skills.
  • Accounting knowledge an asset
  • Azure/AWS knowledge an asset
  • French Bilingual would be a nice to have
Work Shift:
  • 9 AM to 6 PM Eastern Standard Time (4 Day/Week – Weekend Included)
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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