• Be the frontline of support whereby you will be primarily answering calls, Providing telephone, email and chat support to the customer base
• Determine the reason for the call, priority level, and enter details into our ticketing system
• Other administrative tasks as required by the Support Manager or Team Lead, such as updating reports/systems or sending information to distribution lists
• Provide initial customer contact to gather additional information
• Review and triage tickets based on first contacts
• Resolve queries within your sphere of responsibility
• Escalate more complex queries and issues to colleagues as required
• Continually develop knowledge of the entire software system and keep up to date with newly released software
• Work with other members of the Software Support team to achieve high standards of service and customer satisfaction
• Contribute to continuous improvement of the support call management process
• Identify underlying causes of recurring software issues
• Strong in setting customer expectations and ability to handle basic complaints
• Review existing and contribute new articles to the Knowledge Base
• Become involved in ad-hoc tasks as required

• Bachelor’s degree in Accounting is highly preferred, as many customer issues involve the software’s accounting functionality (general ledger, AP, AR, invoicing, credits, reversals, etc.)
• Excellent and fluent English communication skills (spoken and written). Experience studying or working in an English-speaking environment.
• A people’s person: you can build rapport with people and converse freely while helping them with issue resolution.
• World-class customer service: you love delighting customers and helping them succeed with our products.
• Great storytelling: you understand that how you deliver feedback makes (or breaks) the customer experience.
• Empathy: this comes second nature to you. You understand the importance of our client's issues and why they matter to us and them.
• Collaborative: you love working as a team, helping everyone around you, and raising your hand when you need help in turn.
• Multitasking: you can wear multiple hats at the same time and be involved in multiple tasks to advocate the ‘Client First’ approach.
• Self-teaching: independent learner who will take the initiative to learn our software and basic troubleshooting based on calls and resources available.
• Tech savvy: Able to learn or existing knowledge of general technical troubleshooting (e.g., printer issues)
• Bright, reliable and dependable with a strong work ethic and drive to exceed expectations
• Collaborative approach and ability to work well with others both locally and via messaging tools
• Experience in working on a support desk (Desired)
• A general understanding of system architecture including databases, applications and any knowledge of ODBC
• Exposure to or experience of accounts and finance functions in a business environment
• Experience with ERP systems and their related technical environment
• Experience in working with CRM systems
• Experience in the agricultural, construction or garden machinery industry would be an advantage

• (Monday – Friday) - 8.30 AM - 5 PM UK time – 1:30 PM to 10 PM Pakistan Time (must be flexible to work in UK time when UK clocks change in Summer/Wintertime)

• 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