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Technical Support Team Lead (Accounting)

Job Type
Full Time/Permanent ( Third Shift (Night) )
Job Location
Assignment Detail
Information Technology
Total Position
Customer Support
No Preference
Minimum Education
Career Level
Experienced Professional
Minimum Experience
7 Years
Apply By
May 14, 2023
Posted On
Feb 14, 2023

Job Description

The Division:
Constellation's Dealership Group 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.

Division Link : https://chartersoftware.com/

The Position:
We are looking to hire a Technical Support Team Lead (Accounting), with exceptional communication skills - both verbal and written. The individual will be responsible for providing Tier 2 technical applications support to our customers via telephone. This will involve answering complex questions on function and usage of our products, troubleshooting, and resolving issues with the software. The resource would be based off in our Lahore Contour Software Office.This role will also be responsible for recommending and implementing operational processes to optimize efficiency, timeliness, and customer satisfaction. Additionally, this individual will assist with providing technical support (~ 50% of overall time) and building a new online knowledgebase by reviewing existing support tickets, FAQs and training materials.

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
  • Leads/manages by example
  • Excellent organization and time management
  • Basic ERP Accounting knowledge (AR/AP/GL)
  • Experience working with Accounting systems like QuickBooks
Primary duties include:
  • Hire, onboard, train lead/mentor and continuously evaluate a team of technical support representatives
  • Monitor ticket queue, prioritize, assign, and respond by email as appropriate using ticketing/CRM system
  • Handle customer support calls and live chat inquiries, once fully onboarded
  • Troubleshoot as required to resolve customer issues
  • Achieve 80%+ positive customer satisfaction rating on closed support tickets
  • Identify and escalate key support and product issues to onshore management
  • Measure and improve key performance Indicators (KPIs) including support tickets/rep/day, % tickets closed same day, etc.
  • Build and maintain knowledgebase
Educational/Technical Requirements:
  • Bachelor's degree or equivalent (preference for a technical field such as engineering or programming)
  • 3 to 5 years' experience in a software/technical support role (knowledge of on-premise and cloud would be a plus) using a ticketing system and a knowledgebase
  • Experience leading and developing a customer support team
  • 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
Nice to Have:
  • Knowledge of data and database management systems with SQL language skills would be a plus
  • Windows Operating System and basic hardware troubleshooting
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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