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Application Support Analyst
4 weeks ago
Join to apply for the Application Support Analyst (L3) role at Contour Software
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Join to apply for the Application Support Analyst (L3) role at Contour Software
About Contour
Contour Software has grown from a dozen people to over 2,000 staff across 3 cities, in less than 14 years.
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
About Division
Constellation1, a part of Constellation Real Estate Group, is a premier provider of industry-leading real estate marketing solutions. We specialize in developing cutting-edge real estate websites, mobile technologies, interactive voice response systems, and marketing services tailored to home builders. As part of our commitment to delivering exceptional services, we are looking for a motivated and dynamic Support Specialist to join our team in Lahore.
Division Link: https://constellation1.com/
Position Overview
As an Application Support Analyst (L3) at Constellation1 for their Enterprise Support Group, you will be responsible for providing top-tier technical support to our clients, ensuring a seamless user experience with our products. This role involves troubleshooting software issues, answering client inquiries, and helping users understand how to maximize the value of our solutions. The ideal candidates will be highly organized, efficient, and capable of working both independently and as part of a team. You will be working in a fast-paced environment, with a focus on customer satisfaction and problem resolution. The successful candidate would work from the Contour Lahore Office as an extension of the Global Support Team.
Key Responsibilities
- Be a point of contact for top-tier, white-glove technical support on RED's Website, API, data syndication, mobile applications, and CRM products.
- Provide clear, concise, professional verbal and written communication skills to assist in troubleshooting client issues.
- Website front-end development of client websites.
- Query and update large data sets over several different SQL servers and DBs.
- Troubleshoot and resolve user issues using frontend and backend developer skill sets.
- Use SQL scripting to run client exports/report activities.
- Assist enterprise clients with issues, and work with the Dev and QA team to achieve quick and accurate resolutions.
- Log all incidents and engineering escalations into online ticketing systems – Team Support.
- Check server process event logs for errors or warnings that might be affecting frontend or backend functionality.
- Development and maintenance of product documentation for client-facing knowledgebase.
- Provide exceptional support and troubleshooting for software issues via telephone, email, or our ticketing system.
- Respond to client inquiries regarding the use of supported software, helping them navigate features and functions.
- Offer solutions and guidance for basic technical support related to software and operating systems.
- Participate in the after-hours "call duty" schedule to ensure continued support outside of regular working hours.
- Document, track, and manage support tickets to ensure timely resolution of all client concerns.
- Create and monitor service tickets, ensuring effective and prompt management of all client requests.
- Provide product knowledge to clients, offering upgrade suggestions when relevant to enhance their user experience.
- Essential:
- Bachelor's Degree, preferably in a technical discipline, Computer Science Majors preferred.
- Outstanding communication skills in English (both verbal and written).
- 3- 5+ years of experience in a technical support or helpdesk environment.
- Strong customer service and problem-solving abilities.
- Highly organized with the ability to manage multiple tasks and meet deadlines.
- Ability to work independently and as part of a team in a fast-paced environment.
- Strong attention to detail and ability to document support processes accurately.
- The ideal candidate will require the following:
- 2+ years using Web-based developer tools
- 2+ years using MS-SQL and relational DB systems
- Knowledge of MS-SQL, HTML5, CSS3, JavaScript, jQuery, XML languages
- Strong critical thinking and time management skills
- Multitasker, follow exacting processes and procedures and take direction positively
- Ability to work in a fast-paced environment and quickly adapt to process changes
- Experience of working with API (preferably using Postman)
- Experience with Microsoft SQL Server Management Studio
- Understanding of Agile programming methodology and online Kanban tools such as JIRA
- Knowledge of JSON, C#, API, and .NET Framework
- Desirable (but not required):
- Development Background would be a plus.
- Knowledge of real estate software or the real estate industry.
- Exposure to US Real Estate market, Ticketing Systems, or CRM would fast-track your progress
- Visual Studio exposure
- Utilizing VPN to access different networks
- Webinar leadership. Organize and lead web-based meetings
- Shift Hours: 9 AM to 6 PM Central Standard Time (7 PM to 4 AM Pakistan Standard Time)
- Weekend Availability: Must be willing to work on weekends when required.
- After Hours Support: Willingness to provide support outside standard business hours as needed.
- 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
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.Seniority level
- Seniority levelMid-Senior level
- Employment typeFull-time
- Job functionInformation Technology
- IndustriesIT Services and IT Consulting
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