Application Support Analyst

Join to apply for the Application Support Analyst 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. As a subsidiary of Constellation Software Inc., we are part of a global enterprise software conglomerate, ranked among the top 10 software companies worldwide, with employees and customers in over 100 countries. We offer a broad portfolio of market-leading enterprise solutions across more than 100 industry domains, providing an ideal environment for building long-term careers.

Starting as an R&D & Accounting back-office, we have evolved into a full-service Global Centre serving all functions and departments at divisional and corporate levels. Our employees in Karachi, Lahore, and Islamabad support CSI divisions worldwide, from Sydney to Vancouver. With our continued growth, we are just getting started

The Division

Kinetic Solutions, part of Constellation Software Inc.'s Volaris group, provides comprehensive ERP software solutions for student accommodation, conference, and event management to higher education institutions, venues, and conference centers. Headquartered in Milton Keynes, UK, with offices in Boston and Auckland, we serve over 260 customers across the UK, US, Canada, Ireland, Sweden, and Australia.

We are more than just a software provider; we are a movement leading transformation in the higher education sector. Supporting over 80% of UK and Irish universities, 40 North American universities, and notable venues, we are committed to personal development and career growth. Our mission is to connect, inspire, and elevate every experience, driven by over 20% organic growth.

Division Profile: https://kineticsoftware.com/

The Position

Kinetic Solutions is seeking an Application Support Analyst to support ERP solutions for events management and student accommodation. The role is based in Karachi, working as part of the resource center, supporting the Kinetic CS/Maintenance Department.

• Hands-on client/customer support to enhance Kinetic's business applications, with experience in C#, HTML, JavaScript, CSS, and SQL Server database programming.

Why This Role Matters

• Our customers provide ongoing feedback and industry innovations, leading to frequent software updates. The Support Analyst ensures customers have access to the latest software versions, enabling efficient and effective operations.

Your Role & Responsibilities

• Resolve logged support calls within SLA targets (95%)
• Manage client support requirements independently based on priority
• Escalate tickets appropriately and support high-priority incidents
• Maintain accurate client records in CRM and access portals
• Identify and escalate potential SLA breaches
• Communicate risks with Project and Customer Experience Managers
• Provide professional communication to clients across channels
• Analyze ticket trends and collaborate with product teams
• Mentor junior analysts and contribute to knowledge base documentation
• Demonstrate advanced product knowledge

Qualifications & Skills

• Bachelor's degree or technical certification
• Minimum 3 years of software support experience
• Database programming expertise, especially SQL Server
• Experience with enterprise applications is a plus
• Detail-oriented, efficient, and well-documented work style
• Time management and multitasking skills
• Proactive participation in team discussions and initiative-taking
• Experience with remote access tools and understanding of client/server environments
• Knowledge of Azure is advantageous

Workshift Timing

• 9 AM to 5 PM UK Time (2 PM to 11 PM Pakistan Time)

Benefits

• Competitive salary and comprehensive benefits including medical, provident fund, bonuses, internet subsidy, conveyance allowance, profit sharing, life benefits, childcare, meals, professional development, recreation, training, and leave encashment.

Note: We are committed to diversity and inclusion, providing accommodations for individuals with special needs. Qualified candidates with disabilities are encouraged to apply and seek assistance if needed.

• Mid-Senior level

• Full-time

• Information Technology

• IT Services and Consulting