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Technical Support Specialist (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
Apply By
Jun 14, 2023
Posted On
Mar 14, 2023

Job Description

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.

The Position:

We are looking to hire a Technical Support Specialist (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.

Division Link: https://chartersoftware.com/

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
  • Basic ERP Accounting knowledge (AR/AP/GL)
  • Experience working with Accounting systems like Quickbooks
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 accounting or business management)
  • Minimum of 1 – 2 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
  • Basic Accounting knowledge would be preferred
  • Strong working knowledge of Microsoft Office
  • Fluent in verbal and written English
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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