The Division
Constellation Home Builder Systems (CHS/Newstar) is the leading software vendor exclusively focused on the homebuilding industry. It is North Americas fastest growing and most successful provider of fully integrated construction information management solutions for homebuilders.

Our parent company is Constellation Software Inc. (CSI), a well-capitalized, publicly traded Canadian software company that specializes in vertical market software (www.csisoftware.com). We offer the benefit of working with a medium sized company while enjoying the support and opportunity of being part of a large organization.

The Position
We are seeking a Customer Care resource, with exceptional communication skills - both verbal and written - to fulfill Level-1 Customer Care duties, from the Contour-Karachi office, as part of the North America region Customer Care team serving CHS/Newstar. The hired individual shall be mainly responsible to manage inbound emails, ticket portal submissions, assigning tickets and follow a well-defined step-by-step incident management process.

Job Responsibilities

• Provide proactive customer follow-up and issue management, including coordination of customer calls
• Monitor incidents, prioritize, and respond internally as appropriate.
• Own personal metrics and contribute to achieve Team Goals
• Develop relationships with the Care and Account Management teams
• Interact regularly with Development, Customer Success, and Implementation groups.
• Timely Entry and assignment of Tickets from our Care Email Box.
• Timely communication between customers and analyst on any follow-up emails that may come into the CARE email.
• Issue Work Orders to customer via DocuSign as required by Care Team.
• Ensure procedural documentation for handling Care Email Box is up to date.
• Post Announcements via Constellation Central when new Release is available.
• Klipfolio site maintenance (This is moving to PowerBI)
• Handle Customer tickets requesting logins to Custom Care Centre website (CCC)
• Handle Customer tickets regarding Licensed Expires and/or Updating Licenses
• Handle Customer tickets regarding our CHSOEControl, DBCopy, Constellation Updater
• Handle Customer tickets regarding our EFTM Module.
• Advises the Manager of Client Services of sensitive Client situation
• Attends and participates in Team meetings
• Attends CHS product training, as required
• Makes recommendations to address problems, improve service and provide improved support
• Develops frequently asked questions (FAQ) documentation where applicable
• Complete training sessions, videos, knowledge base, to stay up to date on the latest methods related to the role.
• Curate the video training center, checking in content, insuring content is useable, searchable
• Collaborate with Care Managers on the Knowledge Centered Support Initiative

• Diploma in English or equivalent Bachelors.
• 4+ years professional experience in Customer Care or Customer Service
• Excellent verbal and written English communication skills.
• Comfortable utilizing remote access utilities such as Remote Desktop, VPN
• Superior analytical skills to resolve customer issues
• Self-Managed and motivated with an ability to work with minimal direction in a collaborative team environment
• Excellent interpersonal skills both verbal and written.
• Provide courteous, friendly, and professional communication with external and internal stakeholders.
• Ability to adapt to a fast-paced environment
• Excellent time management and set priorities managing conflicting demands
• Positive team attitude and ability to collaborate with team members and coworkers
• Experience with standard business environment software, such as Operating Systems (e.g. Windows), office word processing, spreadsheet and collaboration software (e.g. Word, Excel, Teams).

• Conscientious, Responsible, Tenacious.
• Thorough, Technical, Articulate.
• Polite, Professional, Tactful.

• Knowledge of SQL, writing queries.

• Monday to Friday: 6 PM – 3 AM Pakistan Standard Time

• 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