Technical Support Specialist

Technical Support Specialist (L1-Accounting) page is loaded

Technical Support Specialist (L1-Accounting)Apply locations PER - Lahore, PK time type Full time posted on Posted 6 Days Ago job requisition id R46044

About Contour

Contour Software has grown from a dozen people to over 2,000 staff across 3 cities, in less than 14 years.

As a subsidiary of Constellation Software Inc., we are proud to be part of a global enterprise software conglomerate that has grown to become one of the top 10 software companies in the world, with employees and customers in 100+ countries. With a broad-based and ever-growing portfolio of market-leading, vertical-market enterprise solutions covering more than 100 industry domains in predominantly mature markets, CSI's recipe creates the perfect environment for professionals to build fulfilling, long-term careers.

What started as an R&D & Accounting back-office, has progressed into a full-service Global Centre serving all functions and departments, at the divisional as well as operating group/corporate level. Today Contour employees, located in Karachi, Lahore & Islamabad, are serving CSI divisions located in time zones spanning the globe, from Sydney to Vancouver. With the global growth of Constellation as the wind in our sails, we are only just getting started

The Division:

Premier Construction provides industry-leading business management and accounting software. Company's fully integrated solutions provide all of the tools that are needed to increase productivity and improve bottom line requirements. Constellation companies are leading developers of technology solutions for vertical markets in North America, Europe and Australia.

Division Link: https://premiercs.com/

The Position:

We are looking for Tier 1 Technical Support (Accounting) resource with all the necessary tools for our Customer Success Team. Take client calls including responding, researching/troubleshooting and resolving client inquires in a timely manner.

The successful hire will be located and work out of the Contour Software Lahore office, working as part of the Premier Construction's Global team. This role will require complete overlap with the US-based Support teams.

Responsibilities

• Effectively apply the knowledge to solve a range of problems.
• Creation of development "bug" reports, working with development to ensure items are completed and properly tested.
• Keeping customers informed of the status of open cases, providing next steps and anticipated resolution times.
• Manage customer issues through effective troubleshooting, listening, problem solving, positive action, information gathering and case escalation in a timely manner when appropriate.
• Prioritize, balance, multitask competing issues based on impact to end user, customer urgency, length of outstanding issue and political sensitivity.
• Promote and maintain high quality, professional, service-oriented company image with customers and internal staff.

Education/Experience

• Bachelor's Degree, preferably in a technical discipline. Accounting Degree holders would be considered as an asset
• 3 to 5+ years of experience in a similar role (customer application support).
• Experience with Accounting Business applications or ERP's would be an asset
• Possess basic knowledge and skill in a technical area such as desktop and network support and be able to handoff to a L2 resource
• Willing to go the extra mile with a strong work ethic; self-directed and resourceful
• Excellent Communication. You know what to say and more importantly, how to say it.
• Experience working varied hours
• Service Minded. You deliver customer and partner support like you expect to receive it, with excellence

Key Skills and Competencies

• Excellent Communication Skills.
• Eager to learn.
• Ability to work independently and as a team member.
• Ability to work in a fast-paced environment.
• Ownership of issues through resolution

Work Shift Timings:

• 7 PM to 4 AM Pakistan Time
• Willing to Work Weekends – If Required
• Possibility of adding new resources to Weekend On Call Support – After Training/Completing Probation.
• Change of Workshift after training is a possibility in a different timezone

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

Disclaimer: At Contour, we attribute our success to the unique contributions of our diverse staff. We're committed to fostering a culture of respect that thrives on the varied perspectives and experiences of all individuals we recruit, employ, promote, and compensate. Since day one, we've adhered to a policy that champions a work environment honoring the worth and dignity of each person while being free from all forms of employment discrimination.

In our continuous effort to promote inclusivity, we extend our commitment to individuals with special needs by providing reasonable accommodations. We actively encourage qualified individuals with special needs to apply for the various openings within our company. Should you require assistance in completing the application process or have any inquiries regarding special facilities, please do not hesitate to contact our HR team. Your unique talents and abilities are welcomed and valued here.

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