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Technical Support Specialist

Job Type

Full Time/Permanent ( Second Shift (Afternoon) )

Job Location

Lahore

Assignment Detail

Industry

Information Technology

Total Position

Department

Customer Support

Gender

No Preference

Minimum Education

Bachelors

Career Level

Experienced Professional

Apply By

Feb 24, 2024

Posted On

Nov 24, 2023

Job Description

The Division:
Constellations 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 – Ideal team is looking for a Technical Support Specialist (Accounting Product) 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
Basic ERP Accounting knowledge (AR/AP/GL)
Working Knowledge of QuickBooks/Peachtree would be an asset

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:

Bachelors degree or equivalent ( preference for Computer Science)
Minimum of 1 – 2 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
Strong working knowledge of Microsoft Office
Windows Operating System and basic hardware troubleshooting
Knowledge of data and database management systems with SQL language skills would be a plus
Fluent in verbal and written English

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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