Software Support Analyst

2 weeks ago

Karachi, Sindh, Pakistan EWS Group Full time
Software Support Analyst (L2)

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locations: PER - Karachi, PK

time type: Full time

posted on: Posted 9 Days Ago

job requisition id: R40586

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.

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

The Division

InnoSoft Canada, creators of Fusion + Fusion Family suite of products, recreation management software solutions aimed at enhancing the overall well-being of individuals and communities through technology. At InnoSoft, we believe in the transformative power of technology to drive positive change and it is our mission to create innovative, user-friendly products that bring people together, foster collaboration, and promote a sense of belonging. Our customer-centric approach drives us as a company to not only deliver outstanding products but also build collaborative, lasting relationships with our clients. Operating under the Jonas Software Group, we are a proud subsidiary of the public company, Constellation Software, Inc. (CSI), an international provider of market-leading software with revenues of over $3.5 billion USD and 20,000+ employees across the globe.

The Position

We are looking to hire a Software Support Analyst (L2), with exceptional communication skills - both verbal and written. The individual will be responsible for providing technical telephone applications support to our customers. This will involve answering complex questions on function and usage of our products, troubleshooting, and resolving issues with the software and making the necessary configuration changes to ensure products continue to meet our customers' needs.

Key Responsibilities

  • Creation of development bug reports, working with development to ensure items are completed and properly tested.
  • Keeping customers informed of the status of open cases, providing next steps and anticipated resolution times.
  • Manage customer issues through effective troubleshooting, listening, problem solving, positive action, information gathering and case escalation in a timely manner when appropriate.
  • Prioritize, balance, multitask competing issues based on impact to end user.
  • Promote and maintain high quality, professional, service-oriented company image with customers and internal staff.

Key Skills and Competencies

  • Excellent Communication Skills.
  • Eager to learn.
  • Ability to work independently and as a team member.
  • Ability to work in a fast-paced environment.
  • Strong database knowledge and ability to write SQL statements (MS SQL or MY SQL).
  • Solid software experience in a Windows networking environment (Windows Server) upgrades/updates/patches/releases.
  • Installation of server & client program applications.
  • Experience with .Net, C# or VB would be an asset.
  • Working knowledge of various scripting tools and languages (MS SQL, C#) as well as with database design and tools (MS SQL Server).
  • Ownership of issues through resolution.
  • Extensive software and hardware experience in a Windows environment.
  • Microsoft Applications - Excel, Word, PowerPoint.
  • Azure support experience.

Education/Experience

  • Bachelor's Degree, preferably in a technical discipline.
  • 3 to 5 years of experience in a similar role (customer application support) - Tier 2 technical support preferred.
  • Willing to go the extra mile with a strong work ethic; self-directed and resourceful.
  • Excellent Communication. You know what to say and more importantly, how to say it.
  • Experience working varied hours.
  • Service Minded. You deliver customer and partner support like you expect to receive it; with excellence.

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

About Us

As a subsidiary of CSI, Contour Software serves as a dedicated Global Centre, currently housing employees and teams for more than 150 Divisional and Corporate departments. Contour employees are key players in implementing, supporting, extending, enhancing, and renewing enterprise systems that run thousands of medium and large businesses, as well as public institutions, globally

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