Software Support Analyst

Software Support Analyst page is loaded## Software Support Analystlocations: PER - Islamabad, PKtime type: Full timeposted on: Posted Todayjob requisition id: R46696**About Contour**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**Software Support Analyst****The Division** Ibcos Computers Ltd is the UK's leading provider of Dealership Management Software to the Agricultural, Construction and Ground Care industries. We help Dealers manage all areas of the business operations from parts and service, through sales and finance, with innovative solutions to achieve their business objectives.**Division Link**:**The Position**We are looking to hire a **Software Support Analyst** to work as part of a team of Analysts supporting our customer base throughout the UK, Ireland and South Africa. Customer support is via telephone, email and ticket portal so good verbal and written communication is crucial for the role.You will learn the Gold Dealer Management System including areas such as Parts Management, Machine Inventory and Accounting functions. You will assist customers with their general use of the software, be proactive in problem solving, identify and report defects and create Knowledge Base articles for common processes.This role will suit someone who has a customer centric approach, can problem solve, enjoys learning software and is a team player. A technical background may be an advantage but is not a prerequisite for the role.The candidates will work out of the Contour Software Islamabad office, as part of the resource-center team, an extension of the onshore team.**Responsibilities*** Provide telephone, email and ticket portal software support to the customer base* Investigate and 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**Requirements (Knowledge, Skills & Abilities)*** Bachelor's degree in Accounting 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 conversate 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 it matters to them and us.* 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 hates hats at the same time and be involved in multiple tasks to advocate the 'Client First' approach.* Self-teaching: independent learner that ill 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)**Good To Have:*** A general understanding of system architecture including databases, applications and any knowledge of ODBC, SQL and Power BI* Technical knowledge of Linux Operating systems and Azure cloud hosting* of accounts and finance functions in a business environment* Experience of 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**Work Shift*** (Monday – Friday) – 8.30 AM – 5:00 PM UK Time – 12.30 PM to 9 PM Pakistan Time (March to Oct)\** (Monday – Friday) – 8.30 AM – 5:00 PM UK Time – 1.30 PM to 10 PM Pakistan Time (Oct to March)\*\*In line with UK Daylight Saving Hours**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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