Technical Support Specialist (Accounting)

The Position:

The C Systems team is looking for a Technical Support Specialist (Accounting). 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. The Successful candidate would be working from our Contour Lahore Office as an extension of the Global Support team.

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

Basic ERP Accounting knowledge (AR/AP/GL)

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 accounting or business management)

Minimum of 1 – 2 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

Basic Accounting knowledge would be preferred

Strong working knowledge of Microsoft Office

Windows Operating System and basic hardware troubleshooting

Knowledge of data and database management systems with SQL language skills would be a plus

Azure/AWS knowledge an asset

Fluent in verbal and written English

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

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