Application Support Analyst

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Apply locations PER - Karachi, PK time type Full time posted on Posted Yesterday job requisition id R43904

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
Constellation Home Builder Systems (CHS) is the leading software vendor exclusively focused on the homebuilding industry. It is North America's fastest growing and most successful provider of fully integrated construction information management solutions for homebuilders.

Key Responsibilities:

• Client Communication & Support: Serve as the primary point of contact for clients, ensuring a focus on customer satisfaction, building strong relationships, and delivering timely support.
• Issue Resolution: Troubleshoot and resolve issues related to user knowledge, software configuration, installation, and technical errors.
• Service Level Compliance: Meet defined service level agreements (SLAs) for problem resolution and escalate unresolved issues to the appropriate internal or external team members.
• Collaboration & Team Participation: Actively participate in team meetings and contribute to collaborative discussions.
• Product Training & Knowledge Development: Participate in CHS product training sessions and ensure continuous personal and professional development.
• Problem-Solving & Service Enhancement: Offer valuable recommendations to improve customer support processes, address ongoing issues, and enhance overall service quality.
• Documentation: Develop and maintain a comprehensive set of FAQs and troubleshooting documentation for internal use and client support.

Required Skills & Qualifications:

• Educational Background: University degree or relevant qualification
• Experience:
  • 5+ years of Experience in software support is highly desirable, especially in working with international clients.
  • Familiarity with the residential/commercial construction industry, property management, real estate management practices.
• Technical Proficiency: Proficient in MS Windows applications; experience with ERP systems is a plus. Basic Understanding of Accounting would be considered an Asset.
• Communication Skills: Exceptional verbal and written communication skills, with the ability to engage and assist clients at all levels effectively.
• Customer-Centric: Strong desire to help customers and resolve their issues in a timely and efficient manner.
• Analytical Thinking: Ability to analyze and troubleshoot complex customer issues, finding solutions with minimal supervision.
• Adaptability & Team Spirit: A positive team-oriented attitude, with the ability to thrive in a fast-paced, evolving environment and manage conflicting demands efficiently.

Work Schedule:

• Regular Hours: Monday to Friday, 9 AM to 6 PM EST (6 PM to 3 AM Pakistan Standard Time).
• Weekend Availability: Willingness to work weekends when required, ensuring that support services are delivered consistently.

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.