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Customer Success Representative

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
Required Experience
3 Years - 5 Years
Apply By
Jun 6, 2023
Posted On
Mar 6, 2023

Job Description

Ideal Computer Systems is a leading dealership software provider for Outdoor Power Equipment, Powersports, Marine, RV, Agriculture, Trailer and Golf Car dealerships. We are a division of Constellation Software, an international provider of market leading software to a select number of industries, both in the public and private sectors. Constellation's mission is to acquire, manage and build market-leading software businesses that develop specialized, mission-critical software solutions to address the specific needs of our particular industries. Established in 1995, Constellation has acquired over 800 companies, and has grown to market cap exceeding $30 billion dollars, servicing 30,000 customers operating in over 30 countries around the world. With our headquarters in Toronto, Canada, and offices in North America, Europe and Australia. Constellation is publicly traded (TSX:CSU).

Ideal Computer Systems is a leading dealership management software provider for Outdoor Power Equipment, Powersports, Marine, RV, Agriculture, Trailer and Golf Car dealerships. We are seeking a Customer Success Representative to provide support to our customers.

If you want to work within a small family-like team and have the resources of a large multi-national organization, then we'd love to get in touch with you!

Division Link: https://www.idealcomputersystems.com/

The Customer Success Representative will answer questions on the function and usage of Ideal products via telephone, Internet, or online services, and demonstrate expert knowledge of Ideal products used by customers. This individual will need to be able to manage and triage numerous projects and tasks at the same time, while providing excellent customer support.

Successful candidates must have a strong work ethic, excellent problem-solving skills and a passion for helping people. The successful candidate would work from the Lahore Contour Software Office.

  • Acquire in-depth knowledge of various Ideal products and modules
  • Set up and configure new CRM accounts
  • Perform initial training and onboarding of new dealers
  • Perform follow-up & refresher trainings for existing dealers
  • Answer incoming calls, emails from customers in order to resolve issues immediately or to track issues to ensure follow up later if more information is needed
  • Assist with testing and duplicating unknown software problems reported from the customer-base, and troubleshoot the issue(s) at hand
  • Assist other Customer Success team members to make follow up calls regarding customer problems
  • Take ownership of each communication with the customer, ensuring follow up communication is made as needed
  • Complete special projects and tasks as assigned by the Customer Success Lead
  • Develop an understanding of the customer's business and the business processes that Ideal products support

Profile of a Successful Candidate:
  • 3 to 5 years of customer service experience supporting software product base
  • Previous experience with Level One customer support preferred
  • Previous experience with implementation and onboarding preferred
  • Previous experience with a CRM preferred
  • Effective telephone skills to ascertain customer concerns, consider alternatives and provide customers guidance to solve their questions or issues
  • Ability to develop a strong knowledge of Ideal products and service offerings and ability to troubleshoot to resolve customer inquiries
  • Proven track record of working with customers via telephone to build relationships and positive outcomes
  • Willingness to interact with customers in a professional, productive manner that enhances customers' experience with Ideal
  • Strong organizational skills to interact with multiple customers over the course of a day
  • Ability to work independent of supervision

Work Shift:
  • 6 PM to 3 AM Pakistan Time (9 AM to 6 PM Eastern Standard Time)

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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