This job posting expired and applications are no longer accepted.

Customer Support Representative

at Contour Software
Location Karachi, Pakistan
Date Posted November 25, 2020
Category Others
Job Type Full-time
Education Requirement Bachelors / Masters
Career Level Associate
Experience 4-5 Years
Base Salary Competitive Salary
Street address Karachi

Description

The Division

Outdoor Power Equipment - OPE is a group within Constellation Dealership. It is recognized as the leader in business management software for Outdoor Power Equipment dealers. Constellation Dealership provides a suite of market leading Software products designed specifically for dealerships. Over 2,000 dealerships across North America, United Kingdom, Ireland and Africa, rely on one our products to make their dealership more successful. We are a wholly owned subsidiary of Constellation Software Inc. Constellation Software is a leading provider of software and services to a select group of public and private sector markets. Constellation, manages and builds industry specific software businesses which provide specialized, mission-critical software solutions that address the needs of our customers.
Division Link: https://constellationdealer.com/industries/

The Position

We are seeking a talented individual to join our U.S.-based OPE team as the first Customer Support Representative (Level#1) in the Contour-Karachi office. This role will focus on providing excellent and responsive service via email or live chat channels using a CRM/ticketing system. The ideal candidate will have fluent verbal and written English communication skills to collaborate with team members effectively and with customers clearly and concisely. This individual will also assist with the documentation of software FAQs and building a new online knowledgebase.
If successful, there may be an opportunity for this individual to manage a team of Level#1 Support representatives in the future.

Duties And Responsibilities

  • Responsible for email and/or live chat customer support for knowledgebase-type tickets that can be responded to using existing FAQs and training resources, as well as basic hardware support (e.g., printer connections, may need to reconnect a Microsoft service in the background)
  • 80%+ positive customer satisfaction on closed support tickets
  • Monitor ticket queue, prioritize, and respond as appropriate using ticketing/CRM system
  • Interact regularly with Customer Support team and managers based in the U.S.
  • Documentation of software FAQs and building an online knowledgebase through review of existing support tickets and training materials

Required Skills:

  • University Degree
  • 4 to 5 years' experience in a software Customer Support role (knowledge of on-premise and cloud would be a plus) using a ticketing system and knowledgebase
  • 2+ years' experience managing a team
  • Excellent verbal and written English communication skills
  • Experience living or studying in North America or the UK would be a plus
  • Experience with standard business environment software, such as Operating Systems (e.g. Windows), office word processing and spreadsheet software (e.g. Word, Excel)
  • Strong customer service skills
  • Analytical ability to troubleshoot if required to resolve customer issues
  • Ability to effectively balance competing demands

Desired Traits:

    • Quick learner with strong attention to detail
    • Strong work ethic and can work independently
    • Leads/manages by example
    • Problem solver
    • Collaborative
    • Polite, professional, and tactful

 

Work Shift

9 AM to 6 PM Eastern Time Zone (6 PM to 4 AM Pakistan 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