Software Support Specialist

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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 with a presence in 100+ countries, offering market-leading, vertical-market enterprise solutions across more than 100 industry domains. Our Global Centre serves multiple functions and departments across time zones worldwide.

The Division Dealer Information Systems Corporation (Client) is a leading business management software provider to agricultural, construction, truck refrigeration and lift truck dealers in North America. Founded in 1980, based in Bellingham, WA (USA); we are a team of 100+ professionals who help customers with Software, Hardware and Network Management.

Position We are looking to hire an Enterprise Software Support/Customer Support professional. Working as the customer's advocate, you will provide support via phone, email, and chat. The Customer Services Consultant L2 directly impacts DIS customer's ability to successfully utilize applications at all phases of the customer lifecycle and helps minimize risk when addressing data damage or system bugs.

Job Responsibilities

• Provide clear, accurate, and timely communications to case contact
• Apply analytical/communication/problem-solving skills to identify, resolve, and document customer-reported issues
• Research solutions to new problems/issues with company products and services
• Notify development of suspected bugs, research root cause, submit for code changes, and confirm resolution through pre-release testing
• Evaluate and prioritize the priority of customer-reported issues internally to DIS
• Analyze business system databases to ascertain data damage or inconsistency; plan and execute corrections while ensuring data integrity and minimizing DIS liability
• Track and provide timely resolution status to customer and manager, escalating as needed
• Commit to learning new product functionality
• Attend offered training or participate in recorded webinars
• Use call tracking software to record issues, testing, resolution, and administrative tasks with clear case notes
• Use JIRA to record development requests
• Specialize in at least 6 areas and at least 3 major areas of the software bundle
• Create useful Knowledge Base articles as measured by usage and feedback

Competencies/Qualifications

• Dealership experience preferred
• Typically requires an AA degree in a technical field or equivalent experience with 2+ years in technical support
• Strong written and verbal communication skills
• Proficiency in software and operating system troubleshooting techniques
• Strong technical aptitude with analytical and critical thinking skills
• Customer-centric focus
• Commitment to consistent issue resolution and follow-up

Nice to have

• Experience with MS-SQL
• Accounting experience (asset)
• Dealership rental and service knowledge

Work Timings

• Hours of Support: 5am to 5pm Pacific Standard Time (Monday to Friday)

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 We are committed to a welcoming, discrimination-free work environment and to providing reasonable accommodations for individuals with special needs. Qualified applicants with special needs are encouraged to apply; contact our HR team for assistance in the application process or with accessibility needs.

• Entry level

• Full-time

• Other

• IT Services and IT Consulting

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