Software Support Representative

3 weeks ago

Lahore, Punjab, Pakistan Contour Software Full time
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.

The Division

Shoplogix is a fast-growing and highly innovative organization focused on delivering smart, cloud-based, software solutions that improve operational performance for manufacturers worldwide. We have customers in 32 countries and direct representation in 11 countries. Shoplogix is an autonomous company under Constellation Software, the largest software group and the most successful technology stock in Canada over the last 10 years [TSX:CSU]. Shoplogix is in a unique position as it has the long-term and full backing of Constellation Software including access to their best practices and career opportunities. At the same time, Shoplogix has a highly entrepreneurial and dynamic culture given it operates as a fully autonomous company.

The Position

We are looking for a Software Support representative in Contour's Lahore Office that is career oriented, passionate and hard working. This candidate should be a highly motivated team player with excellent verbal and written communication skills while being highly organized. This position is responsible for providing support/training and assist with technical issues on all products and ensuring a professional and positive user experience.

Duties And Responsibilities
  • Support the customer solutions with internal/external team members to facilitate the end goal
  • Analyze business modules to ensure data integrity and consistency.
  • Document, track and monitor calls and problems to ensure timely resolution
  • Assist in developing Knowledge base for customers, articles as measured by usage, customer feedback
  • Create and monitor the Tickets to ensure all service requests are being managed effectively
  • Communicate with rest of the team to discuss the problems and find the best solution
  • Apply analytical/communication/problem-solving skills to identify/resolve/document customer reported issues
  • Research solutions to new problems/issues with company products and services
  • Notify development of suspected bugs, research software for root cause, submit for code changes and confirm resolution thru pre-release testing
  • Evaluate/champion the priority of customer reported issue internally to Client
  • Analyze business system database to ascertain data damage or inconsistency. Plan and execute corrections, ensuring customer data integrity and minimize Client liability
  • Track and provide timely resolution status to customer and manager, escalating as needed
  • Use JIRA to record development requests
  • Analyzing new processes which would make the use of software easy for the customers
  • Role would transform by the passage of time and become completely client facing eventually
Required Qualifications And Skills
  • Minimum of 2+ years' experience supporting applications/products
  • Experience with JIRA would be an asset
  • Typically requires an AA degree in technical field or equivalent experience and 2 or more years of technical support experience in related field.
  • Must be enthusiastic and energetic with outstanding command of English (verbal and written).
  • Neutral to American accent would be favorable.
  • Previous experience and superior customer/helpdesk service skills.
  • Strong multi-tasking and organizational skills with ability to meet deadlines.
  • Strong written/verbal communication skills: Comfortable with providing support via Phone and Email
  • Proficiency/Aptitude in software and operating system troubleshooting techniques/methodologies
  • Strong technical aptitude; analytical and critical thinking skills
  • Basic Knowledge of Networking tools
  • Basic Knowledge of AWS would be an asset
  • Experience with Confluence would be an asset
Work Timings: 9:00 AM to 5:00 PM Eastern Standard Time (6 PM to 3 AM Pakistan Time)

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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