Customer Support Analyst at Contour Software

Karachi Division, Sindh, Pakistan -

Full Time

Start Date

Immediate

Expiry Date

01 Apr, 26

Salary

0.0

Posted On

01 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support, Communication Skills, Technical Investigation, Troubleshooting, Operating Systems, Office Software, Issue Management, Customer Satisfaction, Relationship Building, Proactive Follow-up, Incident Monitoring, Coordination, Training, Problem Solving, Time Management, Attention to Detail

Industry

IT Services and IT Consulting

Description

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 Constellation Dealership Software - a division of the Perseus Group of Constellation Software Inc. – provides a suite of market leading Software products designed specifically for dealerships. Over 2,000 dealerships across North America, United Kingdom, Ireland and Africa rely on one our products to make their dealership more successful. The Position We are seeking a Customer Support resource, with exceptional communication skills - both verbal and written - to fulfill Level-1 support duties, from the Contour-Karachi office, as part of the North America region Customer Support team serving Constellation Dealership Software clients. The hired individual shall be mainly responsible to manage inbound calls and tickets, and follow a well-defined step-by-step process. Job Responsibilities Reporting to the Director of Customer Service North America, the core responsibilities of this position are: Provide proactive customer follow-up and issue management, including coordination of customer calls Monitor incidents, prioritize and respond as appropriate. Own customer issues. Develop relationships with the Support and Account Management teams Interact regularly with Development, Customer Success, and Implementation groups. Ensure ongoing customer satisfaction through timely response and resolution. Complete training sessions, videos, knowledge base, to stay up-to-date on the latest technologies and methods. Required Qualification & Skills Bachelor’s degree or diploma in IT or a related field. 2-5 years professional experience in Customer Support of a complex system serving large, multi-location organizations. Experience of managing inbound calls (North American region). Excellent verbal and written English communication skills. Strong technical investigation and follow-up skills. Experience with hardware & operating system-level administrative settings investigation and trouble-shooting. Experience with standard business environment software, such as Operating Systems (e.g. Windows), office word processing and spreadsheet software (e.g. Word, Excel). Required Traits Conscientious, Responsible, Tenacious. Thorough, Technical, Articulate. Polite, Professional, Tactful. Nice to Have Experience using Form Designer Tools like Adobe LiveCycle, etc. Knowledge and experience supporting software with accounting functionality. Experience with technical documentation and software testing. Experience with enterprise router configuration & troubleshooting Work Timings Monday to Friday: 6pm – 3am & 9pm – 6am Pakistan Standard Time with future flexibility to work later shifts. 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. 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!

Responsibilities

The Customer Support Analyst will manage inbound calls and tickets, ensuring customer satisfaction through timely responses and resolutions. They will also develop relationships with various teams and monitor incidents to prioritize and respond appropriately.