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Customer Support Analyst

4 weeks ago

Karachi, Sindh, Pakistan EWS Group Full time
Customer Support Analyst (L2) - Team Lead

Apply locations: PER - Karachi, PK
Time type: Full time
Posted on: Posted 2 Days Ago
Job requisition id: R42294

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:
OPTIVIQ/MAJIQ Inc. has been a trusted name in the Pulp & Paper Industry for nearly 40 years, holding the exclusive global license for the distribution and support of OptiVision, a leading software solution for managing complex manufacturing processes. Owned by Constellation Software Inc., a global leader in vertical market software, we offer a unique environment that combines the flexibility of a medium-sized company with the opportunities and resources of a 50,000+ employee organization.
Division Link: https://optiviqinc.com / https://www.majiq.com/

The Position:
As a Customer & Application Support Specialist, you will be the go-to resource for our customers, providing expert-level assistance. This role involves close collaboration with cross-functional teams, including Development, QA, IT, and DBA, to ensure high customer satisfaction through timely and effective problem resolution. This is a full-time position designed for a skilled professional who is ready to dive into technical support and manage a variety of customer requests in a dynamic environment. Successful candidates can eventually lead to a Team Leadership role.

Responsibilities:

  1. Technical Support:
    Assist customers with technical issues via email, ticketing systems, and live chat. Manage and resolve help desk tickets efficiently, adhering to SLAs and providing timely communication with users on ticket progress and resolutions. Leverage product knowledge to troubleshoot, analyze, and resolve issues related to application functionality, performance, and availability. Participate in on-call rotations to provide after-hours support and ensure continuity in critical issue resolution. Troubleshoot software-related issues and provide effective solutions. Collaborate with Development, QA, IT, and DBA teams to address technical issues, escalating complex cases as needed for timely resolution. Analyze and troubleshoot technical issues, utilizing back-end databases, platform logs, and data mapping to identify solutions effectively. Deliver expert-level support for Tier 1 and Tier 2 tickets, providing a high level of customer satisfaction across all support levels. Monitor system performance proactively, identifying potential issues before they affect the production environment.
  2. Customer Interaction:
    Respond to and document requests for technical assistance. Ensure customer issues are tracked, monitored, and resolved in a timely manner.
  3. Product Knowledge:
    Provide guidance on the company's software products. Suggest product upgrades when appropriate to enhance client experience. Develop self-help guides and FAQs for customers and team members to assist with common issues and reduce future support requests.
  4. Internal Collaboration:
    Work closely with other departments to ensure issues are well-documented and addressed. Document support processes and contribute to knowledge bases, ensuring consistent and high-quality service standards. The role involves supporting software applications, resolving technical issues, and delivering excellent customer service in a professional and energetic environment. The successful candidate will be part of a collaborative team working directly with clients to ensure positive user experiences.

Skills and Qualifications:

  1. Required:
    Communication: Excellent verbal and written communication skills in English. Technical Support Experience: At least 5+ years in a technical support/helpdesk role. Problem Solving: Ability to remain calm under pressure and provide solutions. Multi-tasking: Ability to manage multiple tasks and prioritize effectively. Technical Proficiency: Strong knowledge of website & CRM applications. Good understanding of HTML and Microsoft Office tools. Organizational Skills: Capable of tracking tickets and managing support requests.
  2. Desired:
    Educational Background: Minimum Graduation in Computer Science. Basic Accounting Knowledge: Understanding of basic accounting could be an asset in understanding the software's financial functions. Ideal Candidate should possess the following qualities: Enthusiastic and energetic, with a strong passion for technical support. A motivated team player who is driven to provide solutions and improve user satisfaction. Someone who thrives in a fast-paced environment, is organized, and can juggle multiple tasks while maintaining quality service.

Work Timings:
Shift Hours: 9 AM to 9 PM Pacific Standard Time (8 PM to 8 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.

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
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