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Global Customer Advocate
10 hours ago
About the Role:
We're looking for a skilled Senior Customer Solutions Specialist with a strong accounting background to join our team at Contour Software's Lahore office.
In this role, you'll support Premier Construction's global team by assisting clients with inquiries, troubleshooting, and solutions.
You'll work closely with our US-based Support teams, requiring full overlap.
Key Responsibilities- Become an expert in our tools and resources.
- Respond to client cases promptly and keep them informed about status, next steps, and estimated resolution times.
- Troubleshoot client issues effectively by gathering information, problem-solving, and escalating cases as necessary.
- Conduct user training over phone and online meetings, guiding clients through application tasks.
- Prioritize and balance multiple issues based on urgency and impact to clients.
- Promote a high-quality, service-oriented image of the company.
- Contribute to knowledge base and training materials to enhance user resources.
- Support process improvement initiatives.
- Perform other related duties as assigned.
- Bachelor's degree in Accounting or a related field.
- 5-7+ years in a similar role, especially in customer application support.
- Experience with Accounting Business applications or ERPs is a plus.
- Strong expertise in client-facing support, with the ability to escalate and manage complex issues effectively.
- Self-motivated with a strong work ethic and a 'can-do' attitude.
- Excellent communication skills, with the ability to communicate clearly and effectively.
- Willingness to work varied hours to support global teams.
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