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Senior Customer Support Representatives (Software Specialist)
Ref No.: 18-00980
Company/Department:NewStar/Customer Support
Location: Karachi, Sindh
Position Type:Fulltime/Permanent
Internal Classification
Department:Customer Support
Areas of Expertise:Customer Support
Rozee
Required Career Level:Experienced Professional
Functional Area:Client Services & Customer Support
Job Shift:Third Shift (Night)
Required Qualification:Bachelors
Years of Experience (Min):3
Job Credit:Featured
THE DIVISION
Constellation HomeBuilder Systems (CHS) is the leading software vendor exclusively focused on the homebuilding industry. It is North America's 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 looking to hire 2 Enterprise Software Support professionals, with exceptional analytical, verbal and written communication skills, to fulfill support duties for CRM modules of Homebuilder ERPs, from the Contour-Karachi office, as part of CHS's global Client Care team.

RESPONSIBILITIES
  • Act as the first line of communication with clients, thus focusing intently on customer satisfaction and relationship management
  • Resolve user knowledge-caused issues and other configuration, troubleshooting and software installation issues.
  • Answering complex questions on function and usage of products
  • Investigating, managing, tracking and closing client support issues, specifically related to the database and functions of the application(s)
  • Meets all defined service levels for unresolved problems, re-assigns ticket to the appropriate internal/external team
  • Applies technical aptitude (operating systems, PCs, printers), remote
  • Advises the Team Leader - Customer Care, of sensitive Client Situations
  • 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

REQUIRED SKILLS
  • University degree
  • 3 to 15 years of enterprise software support experience (preferably with international customers)
  • Industry experience residential/commercial construction, property management, real estate management concepts/methodologies and general accounting practices
  • Excellent SQL experience
  • Proficient in MS Windows applications
  • Excellent communication skills with clients at all levels from senior executives to accounting clerks and third-party implementers
  • An aptitude for caring for Customers and must have the analytical ability to resolve customer issues
  • Comfortable managing conflicting demands
  • Excellent interpersonal skills (verbal and written)
  • Positive team attitude and ability to adapt to a fast pace environment
  • Superior analytical skills and works well under pressure

Work Timings
Wednesday to Sunday: 5:00 pm to 2:00am (Pakistan Standard Time)

BENEFITS PACKAGE
Contour Software is committed to provide exciting learning opportunities, quality of work, and work-life balance to its employees.
Our benefit package includes:
• 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
• Professional Development Budget
• Recreational area for in-house games
• Sporadic on-shore training opportunities
• Friendly work environment
• Leave Encashment