The Division

Constellation’s 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 team is looking for a Technical Support Specialist 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
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

Bachelor’s degree or equivalent (preference for a technical field such as engineering or programming)
Minimum 2-3 years of experience working in a software/technical support role (knowledge of on-premise and cloud would be a plus) using a ticketing system and a knowledgebase
Knowledge of data and database management systems with SQL language skills
Windows Operating System and basic hardware troubleshooting
Strong working knowledge of Microsoft Office
Accounting knowledge an asset
Azure/AWS knowledge an asset
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

Other Detail:

Pay Scale:

Age Limit (Years):

Tagged as: Senior Data Scientist jobs