Technical Support Analyst

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 

RBRO Solutions is a CORA Legal Group software company that provides best of breed products to the legal and corporate legal markets. Come and work with a modern agile team working with the latest and greatest technologies in a to ensure that we continue to innovate and remain as one of the top companies in our industry. We are passionate about serving our customers all around the globe with the best technology possible. 

Division Link:  

The Position:  

The Technical Support Analyst (TSA) is a core role in the Customer Success & Support department. This individual is a member of the Support Team which investigates and resolves reported client issues and builds strong client relationships that positively promotes the organization. This individual will be responsible for providing technical support for a wide range of products to our customers, escalating customer inquiries effectively, collecting customer feedback, and sharing customer feedback with other internal groups. 

Accountabilities & Responsibilities:  

• Provide post-sales support for iManage software products and RBRO software products to clients  

• Serve as a subject matter expert for broad and complex technical issues, providing first call resolution through phone and email support channels  

• Troubleshoot, analyze, reproduce, and resolve issues quickly, escalating as appropriate.  

• Log all cases and case activity in the case management system. Develop a strong working knowledge of the organization's software and processes.  

• Provide "on call" support on a rotating basis  

• Identify opportunities to improve or automate repetitive tasks  

• Assist the organization to better serve our clients using your knowledge and insight of our clients' requirements and needs  

• Perform various other duties as assigned 

Qualifications: 

• Postsecondary education in Information Technology, Computer Science or another relevant field  

• Over 3 years of proven experience directly resolving technical issues via e-mail and telephone  

• Comprehensive understanding of Windows OS environments  

• Strong understanding of SQL Server administration or scripting  

• Strong general understanding of computer systems, mobile devices and other technologies  

• Functional understanding of change and release management  

• Experience with remote desktop applications and screen-share software (eg. MS Teams).  

• Experience with providing step-by-step technical help, both written and verbal  

• Certification in iManage Work, and Microsoft technologies such as Windows, Azure, or similar technologies is preferred  

• Experience with the legal industry is preferred  

• Experience with accounting software is preferred 

Personal Traits : 

• Logical analyst with good attention to detail and strong technical skills and expertise  

• Dedicated advocate who keeps customers as a top priority when making all business decisions  

• Innovative problem solver who works well under pressure  

• Enthusiastic and independent contributor with good planning and time management ability
• Excellent verbal and written communicator with effective interpersonal skills  

• Passionate technical learner keen to experiment with and adopt new methods 

Workshift 

• 9 AM to 5 PM Eastern Standard Time 

• Willing to work weekends (if required) 

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.