Product Support Specialist

1 week ago

Lahore, Punjab, Pakistan EWS Group Full time

Product Support Specialist page is loaded

Product Support SpecialistApply locations PER - Lahore, PK time type Full time posted on Posted 30+ Days Ago job requisition id R46281

About Contour

Contour Software has grown from a dozen people to over 2,000 staff across 3 cities, in less than 14 years.

As a subsidiary of Constellation Software Inc., we are proud to be part of a global enterprise software conglomerate that has grown to become one of the top 10 software companies in the world, with employees and customers in 100+ countries. With a broad-based and ever-growing portfolio of market-leading, vertical-market enterprise solutions covering more than 100 industry domains in predominantly mature markets, CSI's recipe creates the perfect environment for professionals to build fulfilling, long-term careers.

What started as an R&D & Accounting back-office, has progressed into a full-service Global Centre serving all functions and departments, at the divisional as well as operating group/corporate level. Today Contour employees, located in Karachi, Lahore & Islamabad, are serving CSI divisions located in time zones spanning the globe, from Sydney to Vancouver. With the global growth of Constellation as the wind in our sails, we are only just getting started

Division: TracxTMS trucking management software drives compliance, automation, and expansion for your business. Division Link: tracxsystems.com Position: As a Level 2 Product Support Specialist, you will serve as a crucial intermediary between our customer-facing teams and the development group. Your primary responsibility will be to filter and resolve product-level queries, ensuring only well-documented and reproducible issues reach our developers. This position is ideal for someone with a solid background in logistics applications who has a passion for troubleshooting and delivering high-quality technical support. The Finalized incumbent would work from the Lahore Contour Office being a part of the Global TracxTMS Team. If you are passionate about technology, thrive on solving intricate problems, and have hands-on experience with logistics applications, we would love to hear from you. Key Responsibilities
• Act as the escalation point for Level 1 support, handling complex and unresolved product-related queries.
• Thoroughly investigate reported issues by replicating customer-reported problems in test environments.
• Filter, analyze, and document product issues, ensuring accurate, detailed information is provided before forwarding to the development team.
• Collaborate closely with cross-functional teams, including Customer Support, Product Management, and Engineering, to ensure prompt resolution of product issues.
• Maintain up-to-date knowledge of the logistics application suite and related integrations.
• Develop and maintain internal knowledgebase documentation regarding common and complex technical issues.
• Identify recurring issues and propose solutions or process improvements to minimize future escalations.
• Deliver training and guidance to Level 1 support staff as needed.

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

Disclaimer: At Contour, we attribute our success to the unique contributions of our diverse staff. We're committed to fostering a culture of respect that thrives on the varied perspectives and experiences of all individuals we recruit, employ, promote, and compensate. Since day one, we've adhered to a policy that champions a work environment honoring the worth and dignity of each person while being free from all forms of employment discrimination.

In our continuous effort to promote inclusivity, we extend our commitment to individuals with special needs by providing reasonable accommodations. We actively encourage qualified individuals with special needs to apply for the various openings within our company. Should you require assistance in completing the application process or have any inquiries regarding special facilities, please do not hesitate to contact our HR team. Your unique talents and abilities are welcomed and valued here.

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As a subsidiary of CSI, Contour Software serves as a dedicated Global Centre, currently housing employees and teams for more than 150 Divisional and Corporate departments. Contour employees are key players in implementing, supporting, extending, enhancing, and renewing enterprise systems that run thousands of medium and large businesses, as well as public institutions, globally

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